Handling Guest Complaint

Certainly, the best way to solve a problem is to do things right the first time so that it never happens, but when things do go awry it’s important that the staff is ready to respond accordingly.

The key relies in giving employees three things:

1. The responsibility of effectively handling customer complaints

2. Enough empowerment to make decisions they consider necessary to reach that goal (within certain boundaries)

3. A frame of action or procedure that guides them throughout the process so as to achieve complaint management consistency across the organization.

To transform a negative customer experience into a memorable one should be at the forefront of each team member that comes in contact with guest complaints

All companies fail every once in a while; that’s inevitable. The difference between service leaders and the rest is how they respond when they make a mistake that causes dissatisfaction in a customer. Legendary organizations such as Ritz-Carlton hotels, the Home Depot store chain or Cathay Pacific airline from Hong Kong understand very well the value of complaints and have clearly outlined the steps that need to be followed to efficiently address them.