Trainer Manual

Key Issue N 5 - Handling guest complaints

No-one has ever yet won an
argument with a customer.
Karl-Heinz Sebastian
(*1954, German management consultant)
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Key Issue N 5 - Handling guest complaints II
Contents
Contents II
Trainer Information 1
Training Unit Schedule 3
Worksheets 20
Slides 26
Cards 30
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Key Issue N 5 - Handling guest complaints 1
Key Issue N 5 - Handling
guest complaints
Trainer Information
For what reasons is dealing with
complaints so important?
Each complaint we receive is a free manage-
ment consultancy session and, at the same
time, a unique opportunity to win over a new
regular customer for our Hotel. Any guest
who makes a complaint is dissatisfed with
something about our offer and has taken the
trouble to inform us.
Studies show guests who actually say
something represent merely the tip of the ice-
berg. Many other guests will also have noticed
the same problem and, in the best cases, simply
ignored the grievance. In many cases they will
have made a note of it in their subconscious
and passed it on as a negative impression:
That happened to me recently at the Mven-
pick Hotel somewhere.
Guests who complain give us an opportunity.
They trust our ability to provide a good service
and believe we are capable of remedying wha-
tever is wrong. If we listen to them and
respond accordingly, we have not just won
over the guest but also gone some way towards
ensuring that many other guests will be willing
to recommend us further.
If we are to achieve this, it is important that we
remedy the shortcomings whenever possible,
and do so lastingly and properly.
What do we at Mvenpick consider to
be a formally correct way of dealing
with complaints?
Mvenpick Hotels & Resorts has drawn up a
guideline for dealing with complaints. Ideally
we should put each of these points into practice
(see illustration); if we do so, we will have
done a great deal towards ensuring that a com-
plaint is actually regarded as a professional
management consultancy session and will have
responded accordingly. If we take all the rules
to heart, the guest will leave the Hotel satisfed
and has the feeling that he has been taken
seriously and that he matters to us.
For that we are awarded the Fifth MP Service
Star.
The
Fifth Service Star
Listen carefully.
Express that we are sorry, apologise
positively.
Analysis of the problem:
- correction
- compensation (if appropriate)
- alternative
Always offer an additional goody as
apology.
Eventually: Voucher with invitation.
Eventually: Hospitality Guarantee.
Thank for comments.
Information to Management.
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Key Issue N 5 - Handling guest complaints 2
Reference:
Key Issue No. 5 in the SAM
This issue is discussed in the SAM documents
from 22 April to 19 May.
Using the worksheets
In this Unit you can, if you so wish, choose
the worksheet (pages 20-22) that is best suited
to addressing the main problems in your depart-
ment. If so get all the groups to work on the same
example. It would be even better if you were to use
your own example.
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 3
Training Unit Schedule
Section Contents / Questions / Answers Aids
Greet the
participants
Present todays schedule
Introduction: Todays issue is how to deal with comp-
laints. Lets start with a small example to
illustrate the problem.
Introductory exercise: Collision
You can demonstrate this exercise using a
small ball or two toy cars. Make the cars
/ the ball crash against a solid wall. If you
want, you can also get the cars to collide
head-on.
What happens?
The ball rebounds / the cars are scattered
about the room.
Now get someone to catch the ball /
propel the car towards someones hand;
that persons hand will naturally move
back a little on impact.
What happens?
By accompanying the trajectory of the
ball or the direction travelled by the car,
we reduce the impact and bring the car to
a gentle stop or catch the ball (our hands
/ body instinctively move back a little to
cushion the movement).
Assessment:
What does this have to do with dealing
with complaints?
A complaint is nothing other than a colli-
sion of interests. It is up to us how we
deal with it and what we make of it (allow
a collision to occur or gently cushion the
impact).
Materials:
Ball / two toy cars
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 4
Training Unit Schedule
Section Contents / Questions / Answers Aids
Explain:
Guests who have a complaint come to us
with a certain amount of energy (speed)
that is proportional by the extent of their
grievance. If we act like a wall (the
guest is wrong; he makes me angry; its
the others fault...), the guest will simply
bounce off the wall we put up. The rest
of the energy he has built up will destroy
any good impressions he may have had
of us. If however we absorb his energy
(by listening, by reacting appropriately,
by restoring the standard, by thanking
him for the information) and gently bring
his momentum to a halt, both sides stand
to proft. Once you have understood this
mechanism, you can use it in your own
work and in your private lives, and deal
constructively with conficts.
Present the Units
learning objective
Learning objective:
After this training unit you will be able to
name the steps involved in dealing with
a complaint.
You will be able to explain why these
steps are so important.
Slide 1
Learning objecive
(page 27 in the Annex)
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 5
Training Unit Schedule
Section Contents / Questions / Answers Aids
Time so far:
5 minutes
Introduction to the
issue:
When do you feel youre
in good hands?
Questions:
Imagine youve just had the bodywork
on your car re-sprayed. Out on the par-
king lot you notice that the colours
not right. You go back to complain.
What do you expect from the staff at the
garage?
* That they listen to me
* That they respond to what I have
said
* That they apologise and show genu-
ine regret
* That they show responsibility
* That they remedy the problem
* That they compensate me if the
matter can no longer be made good
* That they deal with me respectfully
* That they ensure that the problem
never happens again
Flipchart
Title: What we expect when
we make a complaint:
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 6
Training Unit Schedule
Section Contents / Questions / Answers Aids
Time so far:
10 minutes
Assessment:
Which of these responses would matter
most to you?
Each participant can award three points.
He can either give all three points to
one statement or spread the points among
several answers. The participants are to
indicate the point allocations with a show
of hands:
One point = show thumb;
Two points = show thumb and
forefnger;
Three points = show thumb, forefnger
and middle fnger.
Go through all the statements and make
a note of the points scored in a different
colour after each statement.
Finally underline the expectations that
achieved the highest number of points.

Main factors invol-
ved in dealing with
complaints
(Reactivate 1)
Complement fipchart
Write down the points in
colour after the answers
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Key Issue N 5 - Handling guest complaints 7
Training Unit Schedule
Section Contents / Questions / Answers Aids
The Fifth MP Star
- Key Issue No. 5 -
(Information 1)
Explain:
You have all wanted similar things.
Mvenpick Hotels and Resorts has sum-
marised in Key Issue No. 5 (the rules for
which we can be awarded our ffth ser-
vice star) the factors we need to take into
account when dealing with complaints.
Listen carefully.
Express that we are sorry, apologise
positively.
Analysis of the problem:
- correction
- compensation (if appropriate)
- alternative
Always offer an additional goody as
apology.
Eventually: Voucher with invitation.
Eventually: Hospitality Guarantee.
Thank for comments.
Information to Management.
Slide 2
The Fifth MP Service Star
(page 28 in the Annex)
Time so far:
13 minutes
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 8
Training Unit Schedule
Section Contents / Questions / Answers Aids
Worksheet:
Key Issue No. 5 in everyday
life /
What should have been the
correct response on the part
of the staff?
Work in partners
If there are more than 8
participants, hand out the
worksheets twice. During the
presentation have one pair do
the presentation and ask the
second pair for added com-
ments.
10 minutes of working time
(pages 21-24 in the Annex)
Key Issue No. 5 in
everyday life
(Work through 1)
Key Issue No. 5 in everyday life / What
should have been the correct response
on the part of the staff?
With a partner you will now look at a
situation in which a complaint occurs.
o Determine which elements of the situa-
tion could also happen in your depart-
ment.
o See what sort of effect it has on you and
the guest.
o Use your version of Key Issues No. 5 to
determine an appropriate reaction.
o Briefy state why this is the more appro-
priate procedure.
You have 10 minutes.
(You will fnd the texts of the worksheets
on the next four pages. The answers and
the points you might also be able to work
out are added in blue italics).
Time so far:
15 minutes
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Key Issue N 5 - Handling guest complaints 9
Training Unit Schedule
Section Contents / Questions / Answers Aids
Time so far:
25 minutes
a. You urgently need to withdraw some
cash. The cash dispenser will not accept
your card. You go to explain the pro-
blems youre having with the cash dis-
penser to one of the bank employees.
While youre speaking to him, he is ente-
ring data on a computer or conversing
with a colleague.
He interrupts you in the middle of a sen-
tence and says: Are you sure you know
how to use a cash dispenser? When you
angrily reply, Of course I do! he adds:
No need to get worked up, you probably
did something wrong!
o What elements of this situation could
potentially happen in a similar way at
your workplace?
o What sort of effect does this have on
the guest / on you personally?
o What should have been the appropriate
response of the employee (according
to Key Issue No. 5)?
To listen / to express regret and apolo-
gise / to check the card (remedy the pro-
blem) / to suggest an alternative (why
dont you withdraw the money from me
directly) / to thank the customer for the
information / to forward the informa-
tion
o For what reasons?
Draw up results:
As a service provider we are responsible for
the success of our customers.
It is our duty to assist whenever our equip-
ment / our facilities are defective or whenever
the customers/guests have diffculties using
or reading them.
Worksheet text
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Key Issue N 5 - Handling guest complaints 10
Training Unit Schedule
Section Contents / Questions / Answers Aids
b. We phoned up and asked for four cinema
tickets to be put aside, then travelled a
considerable distance to the cinema. On
the way to the cinema were caught up
in a traffc jam. By the time we reach the
ticket desk the employee says: Here are
your two tickets.
The flm is sold out. When you complain,
the employee answers dryly: These
things happen. He then turns away and
serves the next customer.
o What elements of this situation could
potentially happen in a similar way at
your workplace?
o What sort of effect does this have on the
guest / on you personally?
o What should have been the appropriate
response of the ticket employee (accor-
ding to Key Issue No. 5)?
To listen / to express regret and apolo-
gise / to remedy the problem (perhaps
there is another seat available) / to
offer something extra (for the inconve-
nience) / to compensate / to thank the
customer for the information (we shall
look into the matter) / to forward the
information
o For what reasons?
Draw up results:
As a service-provider we are responsible for
ensuring that the customer gets what he orde-
red.
We assume responsibility even if someone
else caused the problem, and we do our best
to meet the justifed expectations of our custo-
mers.
Time so far:
25 minutes
Worksheet text
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 11
Training Unit Schedule
Section Contents / Questions / Answers Aids
c. You have bought an expensive pre-pak-
ked selection of cheeses for a party.
When you come to open the package
at your party, you see that it has gone
mouldy. When you go back to the shop
to complain, the sales assistant disdain-
fully says: You probably stored it too
warm. In response to your angry reac-
tion, she says dismissively. These things
can happen. You cant expect us to look
inside every package.
o What elements of this situation could
potentially happen in a similar way at
your workplace?
o What sort of effect does this have on the
guest / on you personally?
o What should have been the appropriate
response of the sales assistant (according
to Key Issue No. 5)?
To listen / to express regret and apo-
logise / to compensate / to offer
something extra (for the inconvenience)
/ to than the customer for the informa-
tion (we shall look into the matter) / to
forward the information
o For what reasons?
Draw up results:
As a service provider we are responsible for
our customers satisfaction and for a faultless
product, even if third parties actually
bear the responsibility.
All the customer/guest is interested in is a
solution. He doesnt care whos to blame.
The customers/guests anger increases (the
ball rebounds) if we signal: Youre barking
up the wrong tree here. It diminishes if we
assume responsibility and look for a solution
(we catch the ball).

Time so far:
25 minutes
Worksheet text
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 12
Training Unit Schedule
Section Contents / Questions / Answers Aids
d. Youve booked a package holiday. When
you reach your holiday destination, the
hotel does not even begin to fulfl the
promises made in the brochure and
the travel agency. You say so to the
tour guide. Comment: Thats happened
before with that travel agency. Theres
nothing I can do about it. Youll have to
sort it out with them. On your return
you raise the matter with the travel
agency. They feign surprise: Our custo-
mers have been going to this hotel for
years and they love it. Later on you fnd
out from a friend that she too complained
to the travel agency about that very same
hotel a year ago.
o What elements of this situation could
potentially happen in a similar way at
your workplace?
o What sort of effect does this have on the
guest / on you personally?
o What should have been the appropriate
response of the tour guide / travel agency
employee (according to Key Issue No.
5)?
To listen / to express regret and apologise
/ to compensate / to offer something
extra (for the inconvenience) / to than the
customer for the information (we shall
look into the matter) / to forward the
information
o For what reasons?
Time so far:
25 minutes
Worksheet text
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 13
Training Unit Schedule
Section Contents / Questions / Answers Aids
Draw up results:
As a service provider we are responsible
for a faultless product, even if third parties
actually bear the responsibility.
All the customer/guest is interested in is a
solution. He doesnt care whos to blame.
Causes of complaint that are not forwarded
often lead to other complaints and more irri-
tation, a vicious circle that could have been
avoided.
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Key Issue N 5 - Handling guest complaints 14
Training Unit Schedule
Section Contents / Questions / Answers Aids
The groups should briefy (!) present
their fndings
Show the corresponding points on the
fipchart. Draw up additional points
where appropriate.
The better solutions
(Work through)
Duration of the presenta-
tion / Max. 3-4 minutes
of discussion per group
Time so far:
25 minutes
Flipchart
Titel: The points of Key
Issue No. 5 (prepare)
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Key Issue N 5 - Handling guest complaints 15
Training Unit Schedule
Section Contents / Questions / Answers Aids
Time so far:
40 minutes
For what reasons are
these steps so
important?
(Put into practice)
Flipchart
Hang up the 8 main points
next to the fipchart
Title: This is whats impor-
tant to us in a complaint:
Take an example of a complaint in
your department. List once again point
by point how the complaint is to
be dealt with.
Explain the rules to your department.
Also go through the points written in red.
Complement the internal rules and regu-
lations on the fipchart This is important
for us
Listen carefully.
Confrm main points.
Express that we are sorry, apologise
positively.
Assume responsibility for a solution
instead of blaming someone else.
Analysis of the problem:
- correction
- compensation (if appropriate)
- alternative
Find the appropriate and best solution
for the guest.
Always offer an additional goody
as apology.
Score points with the guest, establish a
positive image.
Eventually: Voucher with invitation.
Who hands it out? / In what cases?
Eventually: Hospitality Guarantee.
Who applies it? / In what cases?
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 16
Training Unit Schedule
Section Contents / Questions / Answers Aids
Time so far:
45 minutes
Thank for comments.
If the guest were a management
consultant, what he has just pointed
out to you would come with an invoice.
Thats why a thank you is more than
appropriate.
Information to Management.
His task is to make sure that the
reason for the complaint is eliminated
once and for all (example of the travel
agency).
Worksheet:
For what reasons are the
individual steps of Key Issue
No. 5 so important?
(page 25 in the Annex)
Own notes:
Make a note on the worksheet of why the
individual rules are important.
Write down what you personally will pay
particular attention to.
You have 5 minutes.
Key Issue N 5 - Handling guest complaints
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Key Issue N 5 - Handling guest complaints 17
Training Unit Schedule
Section Contents / Questions / Answers Aids
Opportunity for
participants to ask
questions
Questions:
Is there anything else youd like to ask?
Time so far:
50 minutes
1. For what reasons is it important to
listen attentively?
To absorb the other persons momentum,
to recognise the problem, and to fnd the
appropriate solution. Listening helps to
soothe the guests anger.
2. For what reasons is it important to
express our regret and offer a positive
apology?
Dont accuse, apologise; Im very
sorry instead of Thats so-and-sos
fault.
The guest must feel my regret and my
willingness to get rid of the problem. This
signal helps to soothe the guests anger.
3. For what reasons do we need to analyse
the problem?
To fnd out what response on our part is
important for the guest.
What does he require in order to be satis-
fed once again with our offer.
Cards:
(pages 31-33 in the Annex)
Checking the learning
results
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Key Issue N 5 - Handling guest complaints 18
Training Unit Schedule
Section Contents / Questions / Answers Aids
4. What responses does Key Issue No. 5
suggest once you have analysed the pro-
blem?
- correction
- compensation (if appropriate)
- alternatives
- Always offer an additional
goody as apology
5. For what reasons do we always offer
a goody?
Positive gesture
6. What sort of compensation can we con-
sider?
- Arrangements within the department
- Invitation voucher where appropriate
- Hospitality Guarantee where appropri-
ate
7. Who do we need to notify in such a
case?
Name of the persons
8. How do you end each complaint
procedure you have settled?
- Thank for comments
- Information to Management
9. For what reasons are these two
steps so important?
It acknowledges the free consultancy
service / it prevents the same errors from
happening again in the future.
Checking the learning
results
Time so far:
55 minutes
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Key Issue N 5 - Handling guest complaints 19
Training Unit Schedule
Section Contents / Questions / Answers Aids
Conclusion:
The professionalism of any service provi-
der is refected in the way he deals with
complaints. If we succeed in regarding
complaints as a form of management con-
sultancy provided for us by our guests,
we have gained a great deal. In most
cases it is then much easier to put the
individual points of Key Issue No. 5 into
practice and to earn our ffth star as a
result.
Take leave of the
participants:
Thank the participants.
Announce the next date where applicable.
Slide 3
The fve MP Service Stars
(page 29 in the Annex)
Time so far:
60 minutes
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Worksheets
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Worksheet Key Issue N 5
Worksheet
21
Group 1:
Key Issue No. 5 in everyday life
What should have been the correct response on the part of the staff?
Take a look with your partner at the following situation involving a complaint. Work your way
through the questions below.
Make notes. You will then present your results to the group.
You have 10 minutes.
Situation:
You urgently need to withdraw some cash. The cash dispenser will not accept your card. You
go to explain the problems youre having with the cash dispenser to one of the bank employees.
While youre speaking to him, he is entering data on a computer or conversing with a colleague.
He interrupts you in the middle of a sentence and says: Are you sure you know how to use a
cash dispenser? When you angrily reply, Of course I do! he adds: No need to get worked up,
you probably did something wrong!
What elements of this situation could potentially happen in a similar way at your workplace?
What sort of effect does this have on the guest / on you personally?
What should have been the appropriate response of the employee (according to
Key Issue No. 5)?
For what reasons?
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Worksheet Key Issue N 5
Worksheet
22
Group 2:
Key Issue No. 5 in everyday life
What should have been the correct response on the part of the staff?
Take a look with your partner at the following situation involving a complaint. Work your way
through the questions below.
Make notes. You will then present your results to the group.
You have 10 minutes.
Situation:
You have asked for four cinema tickets to be put aside and then travel a considerable distance
to the cinema. On the way to the cinema were caught up in a traffc jam. By the time we reach
the ticket desk the employee says: Here are your two tickets. The flm is sold out. When you
complain, the employee answers dryly: These things happen. He then turns away and serves
the next customer.
What elements of this situation could potentially happen in a similar way at your workplace?
What sort of effect does this have on the guest / on you personally?
What should have been the appropriate response of the ticket employee (according to Key Issue
No. 5)?
For what reasons?
Key Issue N 5 - Handling guest complaints
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Worksheet Key Issue N 5
Worksheet
23
Gruppe 3:
Das Key Issue N 5 im Alltag
Was wre die richtige Reaktion der Mitarbeiter gewesen?
Take a look with your a partner at the following situation involving a complaint. Work your way
through the questions below.
Make notes. You will then present your results to the group.
You have 10 minutes.
Situation:
You have bought an expensive pre-packed selection of cheeses for a party. When you come to
open the package at your party, you see that it has gone mouldy. When you go back to the shop
to complain, the sales assistant disdainfully says: You probably stored it too warm. In response
to your angry reaction, she says dismissively. These things can happen. You cant expect us to
look inside every package.
What elements of this situation could potentially happen in a similar way at your workplace?
What sort of effect does this have on the guest / on you personally?
What should have been the appropriate response of the sales assistant (according to Key Issue
No. 5)?
Why is that better?
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Worksheet Key Issue N 5
Worksheet
24
Group 4:
Key Issue No. 5 in everyday life
What should have been the correct response on the part of the staff?
Take a look with your a partner at the following situation involving a complaint. Work your way
through the questions below.
Make notes. You will then present your results to the group.
You have 10 minutes.
Situation:
Youve booked a package holiday. When you reach your holiday destination, the hotel does not
even begin to fulfl the promises made in the brochure and the travel agency. You say so to the
tour guide. Comment: Thats happened before with that travel agency. Theres nothing I can
do about it. Youll have to sort it out with them. On your return you raise the matter with the
travel agency. They feign surprise: Our customers have been going to this hotel for years and
they love it. Later on you fnd out from a friend that she too complained to the travel agency
about that very same hotel a year ago.
What elements of this situation could potentially happen in a similar way at your workplace?
What sort of effect does this have on the guest / on you personally?
What should have been the appropriate response of the tour guide / travel agency employee
(according to Key Issue No. 5)?
Why is that better?
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Worksheet Key Issue N 5
Worksheet
25
For what reasons are the individual rules of Key Issue No. 5 so important?
Please jot down your fndings. Rules:
Listen carefully.
Reason:
Express that we are sorry, apologise positively.
Reason:
Analysis of the problem:
Reason:
correction
Reason:
compensation (if appropriate)
Reason:
alternative
Reason:
Always offer an additional goody as apology.
Reason:
Eventually:
Voucher with invitation.
Reason:
Eventually:
Hospitality Guarantee.
Reason:
Thank for Comments.
Reason:
Information to Management.
Reason:
Also specify here which points you will pay particular attention to in the
future.
Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Slides
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29
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Key Issue N 5 - Handling guest complaints
M. Bredow / 2004
Cards:
Key Issue No. 5 in detail
Ask the participants to take one card each.
If youre short of time, ask the questions yourself.
31
2
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32
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33
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