Complaint Handling

Ana CanabarroMost people usually go into the hospitality and service industry because they generally enjoy meeting new people, creating relationships and making people happy. The well-known hospitality person is the one that feels rewarded by delivering excellent service and seeing a delighted guest.

When we enter this business, however, nobody warns us that a significant proportion of our time will be spent not with delighted smiling guests, but trying to resolve problems and issues for unhappy ones.

Dealing with such situations can be daunting for some people but there is nothing more satisfying than turning an unhappy guest into a forever grateful and loyal one.

Here are my six golden rules to help ensure you’re prepared:

  1. Active listening – listening is an underestimated skill and is sometimes all your guest needs. We tend to listen while waiting for our turn to talk. We listen to someone through our own view of the problem or whatever they are saying.  It might be the 100th time you’ve heard that particular issue but consider that the guest in front of you is saying it for the first time. Consider that individual’s situation and the reasons why they have decided to come to you. To quote the author Stephen Covey, ‘Seek first to understand’.
  2. ‘Become the change you want to see’ (Ghandi) – come into work with a solution-focused mind. If you genuinely want to help your guests, they will notice this in your behaviours and actions and be grateful, even if you can’t always say yes or do anything for them, they can see you have tried.
  3. Don’t take it personally – from time-to-time, you might have an irate guest that takes their frustration out on you. We know, it’s not fair, it wasn’t you, it’s not your job and it’s not under your control. They don’t realise or don’t seem to care. The secret is not to get discouraged by those few unpleasant experiences and realise the criticism is not directed towards you personally. Every business and its people should welcome complaints, how else will you know where you can improve?
  4. Avoid instinctive reactions – someone is rude to you, the natural tendency is to be rude back. It’s only normal to feel that way, however, it’s even more powerful to choose not to mirror them. It is in your interest to get the situation resolved, so next time someone is rude to you, choose to be extra nice and professional to them and you could be surprised by their reaction.
  5. If you have to say ‘no’, look for alternatives – a lot of people get nervous about saying ‘no’ to their guests. You’ve been trained to please people, how can you deny their requests? Unfortunately, there are situations when you will have to.  The secret of saying ‘no’ to a guest and still leaving them happy is to suggest an alternative to their problem. I once asked at a shoe shop if they had half-sizes, the assistant politely explained: ‘Well, we don’t have half-sizes but what we do have is insoles’ – Simple, right? Sometimes it is; I left happy and she sold me more than the pair of boots.
  6. Follow-up – approach difficult situations as an opportunity to gain another loyal guest. Where appropriate, contact the guest afterwards to find out if their issue has been resolved. They will probably not be expecting it and will definitely appreciate your gesture.

Ultimately, complaint handling is usually about practice. The more you experience, the better and more confident you become at it. As Albert Einstein once said: “The only source of knowledge is experience”.

Ana Canabarro is Senior Operations Manager for Mitie Client Services – follow Ana on Twitter

For more information about Mitie Client Services visit us here and follow us on Twitter


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