In order to resolve various problems and guest complaints efficiently, employees should follow the steps listed below:
Sometimes in situations when a problem appears, employees make a major mistake already at the beginning and start to endlessly apologise. It seems like an apology is the main and only thing that a guest needs at this moment, but this is not so. For a guest, the most important thing is to be heard. Therefore at the beginning it is necessary to place all the attention on the client and to listen attentively.
In order to deal with the situation in the correct manner from the beginning, it is important to thank the guest for telling you about his issue. In such a way you will show your professionalism and that resolving this problem is important to you. Also you will create trust that the problem will be solved rather than just being heard and then forgotten about. Your gratitude will make the guest feel special, important and appreciated.
What is this guest like? Is he an open or closed personality, travelling alone or with a group or as a couple? All of these details have essential meaning. As soon as you evaluate the guest, you will know which form of empathy suits him the most. Would he feel better if you showed empathy with the same worry, anger or sadness? Or maybe it is your ability to remain calm, self-control and soothing voice that will help this person the most?
Despite it being previously mentioned that an apology is not the primary concern in dealing with guest complaints, it does play an important role. First of all, it is a simple standard of propriety. Secondly, there are people who feel it is necessary to receive compassion and empathy, and also there are people for whom an apology is a necessity. If you offer a sincere apology, for some guests it will possibly be enough, and it will not be so important if the problem was solved or not.
5. Take action
At this stage it is possible to start to resolve the problem. It is essentially important to inform the guest how the problem will be solved, and, if necessary, mention people (other colleagues) who will be involved in this process, and also inform them as to how long it will take to resolve this issue. Mention a few other possible solutions. If you are not sure of a successful result, do not offer this particular solution, otherwise the guest will have high expectations and if the problem is not solved, the disappointment will be much greater.
In situations when you have forwarded a complaint solving process to other colleagues or departments, it is still important for you to follow this process and as far as possible you have to keep the guest informed. And this effort should be made exactly by you, as you were the person who received the complaint or information about the problem. Despite the fact that others are involved in solving the problem, only you will be considered the main contact person who is responsible for the problem solving process in full, and it is you that the guest will trust, since you have been the one who said that everything would be settled and put in order.
It is not over yet, even when the problem is solved. It is possible that one of the colleagues who solved the problem has already informed the guest about the result, however your involvement and responsibility is not over. As soon as all details are clarified, you should meet the client once more in order to find out whether he is satisfied with the solution and to see if there is anything else you can help him with. This will help you to make sure that the guest indeed is satisfied with the result, and will also leave him feeling special and important, thus helping him to forget about this problem in a shorter amount of time.
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