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Week (10) Respond To Conflicts and Customers Complaints - PPTX (G)
Week (10) Respond To Conflicts and Customers Complaints - PPTX (G)
Week (7)
Complaints
Introduction
Occasionally guests complain.
Sometimes our fault, sometimes it is not but
to it.
Outcomes
Upon completion of this topic, the students will be able to :
1.Identify potential and existing conflicts and seek solutions
Complaints
Mechanical complaint
Cont.
Unusual complaint
Guest sometime expects the front office staff to
Why do Customers
WHY PEOPLE
COMPLAIN?
From frustration
To impress other
people
For compensation
customer
Be defensive
Justify why it
happened
Blame other people
or departments
Blame the
customer
Provide Service to colleagues and
customers
sincerely
Establish the problem - ask questions
Find out what they want
Explain what you can and cannot do
Fully discuss alternatives
Take Action
Follow up to ensure they are happy
10
Handling Complaints
11
Empowerment
The person who takes
the complaint owns
the complaint.
You should try to
resolve the complaint
to the best of your
ability.
Do you know what
you can do to resolve
a complaint without
calling for a manager
Provide Service to colleagues and
customers
12
or supervisor?
13
cont.
You must establish the details of the customer
complaint through Questioning and active
listening techniques
Summarising and clarifying the issue
Recording details of complaint
Discussing with customer the process of
15
A complaining customer is
somebody whose needs and
expectations have not been met
A difficult customer is somebody
who is a challenge to serve
because of their personality, for
example, they may be rude,
impatient or talkative
Provide Service to colleagues and
customers
16
Rude
Impatient
Noisy
Talkative
Confused unable to make
decisions
Silent
Fussy
17
Rude Customer
Can be rude to everyone - they just
dont feel comfortable being nice.
DO Ignore their rudeness and dont take it
personally
DONT Become Rude and Aggressive
Impatient Customer
Always in a hurry - and it wont matter how quickly
you serve them - they will still be impatient
DO Serve them quickly and politely
DONT Waste their time with conversation and
they
may not want you trying to sell
Provide Service to colleagues and
and
them products
services
customers
18
Confused Customer
Find it difficult to make decisions and may take a
long time
to decide
DO Be helpful by making suggestions and asking
questions
DONT Rush them - they could become flustered
and
embarrassed
Talkative Customer
Wants to talk and could spend all day doing it
DO Be friendly and attentive - Lead the
conversation
Provide Service to colleagues and
DONT Ignore
customersthem or give them all your
19
Customer Complaint
Handling
Customer Complaint
Advantages of
Complaints
To the
Organization
Opportunity to
improve quality
of products and
services in
organization
To the Customer
The customers
to complain
Establish/confirm the problem
Suggest alternatives and agree on solution
Take action
Record the incident
Follow up to ensure customer
satisfaction
enterprise service
ethic
Case study
A receptionist in a 5 star hotel received a call from
Outcome
At the end of this unit the students will be
Introduction
Conflict! It can manifest itself in all situations in
pressure.
Cont.
What is Conflict?
Any situation that leads to disagreement
to:
Improved working relationships
Improved customer service
Increased productivity
Increased opportunities for self
development
Interpersonal Conflict
Three basic causes can be identified.
1. Emotional Conflict - Conflict caused by hurt
feelings.
Conflict due to different needs - something is
outlooks.
Causes of Conflict
Conflict arises for any number of reasons:
Different expectations
Communication barriers-( THE MOST COMMON)
Motivation
Cultural values/Differences in values
Personality
Safety and security
Organisational structure
Organisational change
Fear people dont get along because they fear each other.
People fear each other because they dont know each
other.
They dont know each other because they have not
properly communicated with each other
Differences in goals, expectations
methods or values?
By understanding the situation and the real
cause of the conflict, you will be better equipped
to choose from the range of constructive
responses suited to conflict resolution
Source: Dwyer, J. (1997) The Business
Communication Handbook 4th Ed (p100)
THE BEGINNINGS OF
CONFLICT
Misunderstanding and Communication
does it look
irritation
They may accuse you of something
They may tell you how to behave
Aggressive Body Language
Narrowing of eyes intimidating you
Flared nostrils anger building, taking deep
breath..
Tapping of fingers or feet - impatience
upon then..
Voice is further raised maybe even shouting
Body leaning forward intimidating
Hand gestures finger pointing etc
Storming out of room, slamming door or
draws or if in the kitchen implements!
as quickly as possible
learn by ones mistakes
seek assistance from supervisor or
manager if required
That
Cultural:
provideAre
colleagues and customers with
appropriate information
provide advise of cultural variations and
practices, behaviour and opinions they may
find different before they experience them
adapt own actions and behaviour in ways
that are culturally appropriate
provide customers with appropriate tourism
and hospitality products and services
Stages
of
conflict
Stages of
conflict- Helpful Hints