There are so many ways to deal with unhappy customers. Some methods are more effective than others but the most important thing you can do is let the guest know you’re making a sincere effort to fix whatever’s wrong. Being able to successfully deal with these situations on the spot is essential to good management and a successful business. Here are 5 key steps to making sure that guest doesn’t leave your business unhappy.
- Learn the facts from all parties involved. Before approaching the customer, ask the employee who was first presented with the situation what their take is. Often times they will have a different perspective on the issue than the customer will. Then proceed to ask the customer what they believe has occurred and how they were wronged. Once you have all the facts, you can make a decision on the situation should be handled.
- Know your abilities and limitations in the steps available that you can take to fix the issue. Are you allowed to give complimentary items? Can you give them an extra night’s stay? Have a thorough understanding of all your options prior to dealing with the unhappy customer. More often than not, a bad situation can be fixed with some other form of compensation; but make sure you’re authorized to provide said compensation before you do it.
- Inform the customer that you are the person that will assist them. Make them feel valued and personally help them to solve their issue. This way there is only one party involved in fixing the situation and customers don’t feel brushed aside by being sent to various people.
- Get direct assistance from others in your organization; if you’re not able to resolve the issue yourself. If you’re unable to fix the issue at hand, there is usually another employee who is readily available that can help solve your problem. Go directly to them and ask for their help as to solve the issue in a timely manner.
- Follow up with the customer. This one is a no-brainer. While solving the issue, you’ll usually receive the customers contact information. Make it a point to reach out to them after the fact and offer to personally take their reservation should they choose to come back. Make sure they know that you’ve taken the time to personally assure their satisfaction.
While there are of course many ways to handle an unhappy customer, these are a few steps you can take when something comes up unexpectedly and you’re forced to make quick decisions. To read the full article, please visit; http://www.hospitalitynet.org/column/154000392/4065105.html
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