If the customer is at the desk and demanding to see you, even if the customer is upset or aggressive, your composed and attentive presence can instantly de-escalate tension. A simple line like, “Thank you for bringing this to my attention—I’m here to help,” can go a long way before you even get into the details.
How you handle these stressful situations can make all the difference. Here are the 10 essential dos and the 6 don’ts for addressing dissatisfied customers effectively:
DOs:
- Listen Actively – Give the guest your full attention and keep eye contact.
- Stay composed – No matter how upset the guest may be.
- Apologise Sincerely – A genuine apology goes a long way in diffusing tension.
- Empathise –Assure the guest their concern is valid. However much it isn’t.
- Act Quickly – Resolve issues promptly to prevent further dissatisfaction.
- Follow Up – Check back to ensure the guest is satisfied with the resolution.
- Empower Staff – Train employees to handle complaints effectively and independently.
- Document Complaints – Keep records to track recurring issues and improve service.
- Offer Fair Compensation – A discount, upgrade, or small gesture can turn a bad experience into a positive one.
- Learn and Improve – Use complaints as a learning opportunity to enhance operations.
- Don’t Ignore Complaints – Unresolved issues appear cowardly and damage your hotel’s reputation.
- Don’t Argue – Stay professional and avoid escalating the situation. However much the customer is wrong.
- Don’t Make Excuses – Take responsibility rather than shifting blame.
- Don’t Overpromise – Only commit to solutions you can deliver.
- Don’t Delay – Address concerns promptly before they worsen.
By handling complaints effectively,
hotels can maintain a stellar reputation.
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