In the hospitality industry, you are expected to be polite and courteous when it comes to handling difficult guests. This can definitely be a challenging job but the key to managing angry guests is to remain calm. For this, it is important that every staff member who represents your hotel knows how to handle such situations with panache.
Consider a few tips to train your employees to deal with customer complaints:
? Be patient: Remain calm and lend a listening ear to your guests’ grievances.
? Fix the problem: Fix the issue at the earliest and give the guest a complimentary service while the problem is being fixed.
? Maintain diplomacy: If the staff is unable to address the problem, advise them to handle the situation diplomatically and take up the issue to the senior management. Make sure they use non-judging words.
? Say no to abuse: If the guest turns abusive or hostile, it’s advisable to ask for assistance from higher management. Remember, your staff is not hired to take abuse so don’t pay heed to the guest if he doesn’t behave in a certain expected manner.
? Keep your focus: Have a thick skin when dealing with angry guests. Don’t take their accusations or outbursts personally. Even if the guest is getting personal, brush it off and maintain your focus.
? Follow-up: When the problem has been solved, it is advisable to remain in touch with your guest to inform them that the hotel has worked towards the problem. The guests’ could also be offered a discount on their next stay for the agony they went through.
Mistakes happen and are bound to happen by everyone. Good customer service isn’t just about solving the problems but it’s about learning from the mistakes and further building a stronger relationship with your guests. Your hotel staff needs to be conditioned to cope with handling such situations smartly.