Handling Complaints and Other Special Situations.ppt

8/9/2019 Handling Complaints and Other Special Situations.ppt

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Remarkable Service

The Culinary Institute of America

Handling Complaints andOther Special Situations


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SURVEY

According to the website The Guide toSleeping in Airports, Ninoy AquinoInternational Airport (NAIA) dropped tofourth place on the list of Worst Airports.

Travelers co!plaints over the NAIA" Ter!inal # include $overcrowding,lengthy queues, limited seating,unfriendly immigration/customsocers and smelly toilets.%

http&''www.abs"cbnnews.co!'business'#'#'#*'naia"no"longer"worlds"worst"airport


3/26

SURVEY

$+aor disappoint!ent, because...-ad been going there since the /s.Always had been !y 0rst stop every ti!eI went to +anila. 1sed to be a greatupscale fa!ily restaurant with thetraditional loo2, feel and char! of the3hilippines. N4 +4567 Now it!s nothin"

more than one "iant bu#et caterin"to the youn" $%&somethin"s'http&''www.tripadvisor.co!.ph'5estaurant85eview"g9:;


4/26

SURVEY

Gone are the !hilippine mahoganyta"les and chairs, the clay water

pots, the !hilippine architecture,

gone are the singing minstrels,gone are the traditional #ilipinocostumes, gone is the traditional#ilipino charm$$$

http&''www.tripadvisor.co!.ph'5estaurant85eview"g9:;


5/26

SURVEY

%ow, it&s "are, "land walls withno appeal whatsoever' Now, theroutine is to ust rush large groups of

hungry noisy people in and out of thedoors as quic2ly as possible. Cure, thefood isn/t bad. Dut ust try to get their

once fa!ous Dangus A ?a 3obre7...thewaiters ust give you a blan2 stare...%http&''www.tripadvisor.co!.ph'5estaurant85eview"g9:;


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C15B6EIn the hotel roo!, when the air"

conditioner is not on beforehand and theyenter the roo!, they co!plain.5oo! Cervice. For tourists, roo! service is

very i!portant. When service getsdelayed, they co!plain i!!ediately.Go!plaints about food are always

present. Although it is not aconcierge'receptionists concern, theclients still co!plain to the!.

https&''a!areaeternu!.wordpress.co!'9#9'#'9'!anila"hotel"a"docu!entation'


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C15B6E1pon the chec2 in, though they nor!ally do not spea2 out

but if the hotel is too far fro! the airport or less than theireHpectation they will not be s!iling. Clients usuallycom(lain because they are not satis)e* with theservice they "et. They pay to stay in a 0ve star hotel,

but get service fro! four star e!ployees.+hen they feel that they are i"nore* they

com(lain' The co!plaint was later resolved. Dut I wouldli2e to !ention this ust to show that being ignorant to anindividual guest can cause co!plaint. -owever the

botto! line is that whatever co!plaint it !ay co!e,always provide the! with another option. They shouldnt ust say $Corry, Cir or +ada!.%

https&''a!areaeternu!.wordpress.co!'9#9'#'9'!anila"hotel"a"docu!entation'


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,asic Ste(s of -uestRecoveryApologi@eCorrect the 3roble!.a2e it up to the guest/ollow up


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Apologi(e

+a2e eye contact1se the words $I! sorry% or $I

apologi@e% Avoid "laming others


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3resent 3erfect 3assive Boice The 3resent 3erfect Tense describes an

action happened at an unspeci0ed ti!ebefore now.

1se the passive for! if you thin2 thatthe thing receivin" the action is moreim(ortant or shoul* be em(hasi0e*. Eou can also use the passive for! if you

*o not know who is *oin" the actionor if you *o not want to mentionwho is *oin" the action.


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Correct the !ro"lem

#. Find out the guests version of theproble!

9. 5e!ove the oKending ite!

=. Ta2e steps to re!edy the situation'*. Live the guest an accurate ti!efra!e

for the replace!ent

;. 5eplace any Jatware that was re!oved

with the plate.. Dring the replace!ent personally, if

possible


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.ake it u( to the -uest

Gonsider each situation on anindividual basis.Mo not always assu!e thatoKering a free dessert is thebest solution.


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#ollow)up

Any goodwill that youengendered by oKering to ta2ecare of the guests badeHperience is gone when theguest doesnt get what waspro!ised.


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Summary

3 4 ear

E 4 m(athi0e

A 4 cknowle*"e

T 4 ake action


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#ormat

Sim(le format for letter an*memos

3an*written or ty(e*5wor*

(rocesse*2ersonal letterhea*

Cource& Webster New World ?etter Writing -andboo2


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+esponding to Complaints

Intro*ucin"

Thank you for your letter...

I was sorry to hear that...E6(lainin"5-ivin" Reasons

I have investigated your

complaint in detail...The problems were due to...


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+esponding to ComplaintsA(olo"i0in"I apologize for the

inconvenience/distress/problems createdby our error/failure.

Please accept my sincere apologies...

2romisin" Action

I can assure you that we have taken steps

to ensure that these problems do notoccur again.

As a sign of goodwill I enclose...


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Structure

5ecall speci0c incidentApologi@e unconditionallyD1T let the reader 2now about any

!itigating circu!stances, if they eHist+a2e an oKer'Ta2e an actionGlose by saying you loo2 forward to

continuing the relationshipCource& Webster New World ?etter Writing -andboo2


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Sam(le 7etter

In light of this, we have *eci*e* to o#er youan overni"ht accommo*ation inclusive ofbreakfast bu#et for free' We hope this will beacceptable to you.

I will call you soon to check that this meetswith your a((roval' 3lease contact !e shouldyou have any further cause for concern.

Eours sincerely,+r. 5andall Ccott

Leneral +anager, ADG -otel

Handling Complaints and Other Special Situations.ppt

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