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How To Handle Customer
Complaints
ACCOR HOTELS - IBIS
AIM AND OBJECTIVES
The Aim of the Presentation is to Learn, or
Refresh memories about the best way to Deal
with Customer Complaints
The Objectives are:
State the Business Impact of NOT handling
complaints correctly


State what causes people to complain
Explain how Effective Communication can be used to
handle complaints
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State a strategy for Handling Complaints
WHAT COULD BE THE FINAL
COST IMPLICATION TO THE
BUSINESS OF NOT RESOLVING
A CUSTOMER COMPLAINT?
Look at the following 3 questions – take 5 minutes to consider
and write down your answers
1.
What would be the Immediate Loss of Business to your
hotel?
2.
What could be the potential Loss of Business once that
customer has left the hotel?
3.
What could be the knock on effect and potential Loss of
Business?
LOSS OF BUSINESS (CONT)
ANSWERS
1.
Money – overnight accommodation / breakfast / bar /
dinner – add up the possibility of what you could lose to
see exactly what the amount is in £’s
Reputation – both with complaining customers & those
that overhear
Confidence – for dealing with future cases
Head Office Complaint
2.
Regular guest – add up how much they spend over a
year
Who they tell back at the office / is the company a
regular user
3.
Once they leave the hotel who would they then discuss
the complaint with at least 84 people
Reputation of Accor not just Ibis
Loss of bonus
SO, WHY DO PEOPLE
COMPLAIN?
Think of a time when you felt you had to complain about
something, ie in a shop, on holiday, etc. What drove you
to complain at that time – how did you feel?
• Frightened
• Emotional
• Embarrassed
• Irrational
• Disappointment
• Expectations not met
• Helplessness
• Frustration / Anger / Agression
• No-one willing to listen
WHY DO PEOPLE
COMPLAIN?(cont)
So, if you were at the receiving end of this
behaviour – how would you feel?
• Angry Yourself / You try to shout them down
• You get the temptation to start to justify
• Get aggressive yourself
• You want to run away and hide
• You are tempted to pass the buck / blame someone
else
• You feel intimated
• You get very defensive
• You switch off and don’t listen
• You are unwilling to serve any further
WHY DO PEOPLE
COMPLAIN?(cont)
So, looking at how you might react – if we did
portray these feelings, how might this affect
our complaining Customer?
• They will just become more difficult
• They will probably complain higher up (Head Office)
• The Customers problem will NOT get solved
• They decide they no longer wish to be our Customers
• They will certainly tell other potential customers
about our bad service
WHY DO PEOPLE
COMPLAIN?(cont)
So, ideally – How should we react to our
Complaining Customers?
• Remain Calm and confident
• Ask the Customers Questions
• Listen to the Customer
• Don’t try to justify the situation
• Ignore rudeness
• Take command of the situation and stay there
• Let them know you care about their complaint
• Be polite and professional
• Let them talk
• Understand the problem
So, taking all these feelings into
consideration – there are areas that
we can look at to control and help
overcome these feelings
One of the key areas to Handling
Complaints well is:
EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION
There are 3 areas of Effective Communication to
look at when dealing with Complaints:
1.
BODY LANGUAGE
2.
LISTENING SKILLS
3.
QUESTIONNING TECHNIQUES
BODY LANGUAGE
When dealing with Complaints it is important to
consider the following Body Language:
You can try the exercise below before carrying on if
there is more than 1 delegate:
Posture & Distance: Do you stand upright or
slouched? Are you too near or too far from the
other person? Are you higher or lower?
Eyes: Is your gaze relaxed or friendly? Do you
maintain eye contact or look away?
Mouth: Do you hold your jaw tightly? Is your smile
appropriate or misleading?
Voice: Watch the tone and volume. Notice if you
whine or shout or whisper. Are you sarcastic
through the tone of your voice?
Body Language (cont)
Content: Are you mumbling or speaking clearly? Do you
swallow your words or come across clear and with
confidence?
Appearance: What does your appearance say about the
impression you want to give other people?
Breathing: Before you try and assert yourself, deepen
your breathing and calm yourself. Learning how to relax
your body reduces your anxiety and helps you feel
confident, even in difficult situations.
Gestures: Watch for hands over the mouth, or clutching
at hair or jewellery or clasped behind your back. Are
your arms folded? Are your feet shifting from one to the
other?
LISTENING SKILLS
Exercise
Sometimes, we get caught up with details and do not listen to
the whole conversation
We allow our minds to wander
We are also concerned with not having an answer for the last
question that we forget to concentrate on the next one:
Listen to the following questions and write down the answers:
1.
2.
3.
4.
5.
How many animals did Moses take into the Ark?
The doors of a house all face south, a bear comes past a window.
What colour is the bear?
A man picks up a coin dated 40 BC. How is this possible?
A rabbit is lying dead in the centre of a field. The field is forty feet
square. How many hops does it take him to get to the edge?
You are driving a bus down Fleming St when it collides with a car
coming out of a drive. The age of the car driver is 22 years and his
passenger is 10. Two passer-bys stop to help and their ages are 45
and 50. The passengers on the bus get off to see what its all about
and their combined age is 130 years. The police arrive. The two
officers are aged 29 and 30. How old is the driver?
LISTENING SKILLS (cont)
ANSWERS:
1.
None. Moses did not have an ark – it was Noah
2.
White. The house is right on the North Pole
3.
It isn’t. They didn’t know about Christ’s birth 40
years before he was born
4.
None at all!! The rabbit is dead in the centre of the
field
5.
Your own age……. The narrative starts off “You are
driving….
So, how well did you LISTEN?
EFFECTIVE LISTENING
CONCLUSION
So in order to ensure you are Listening Effectively, you
must remember the following points:
1.
2.
3.
4.
5.
6.
Find an area of interest in what is being said. If you
are interested you are more likely to understand the
objective of what is being said to you
Listen analytically – look for central themes, link
necessary details, etc
Judge the content of the complaint, not the person
relaying it. Don’t assume that you know what they
are going to say
Seek clarification where necessary – help the
speaker to help you understand
Eliminate distractions if possible and concentrate on
the speaker
Give yourself enough time to listen – be ready to
respond but not too hastily
7.
Listen to the feelings behind what the speaker is
saying. Be sensitive to what the speaker is
communicating non-verbally
8.
Maintain good eye contact with the speaker – attention
involves the whole body and show interest by sitting
and looking at the other person
9.
Try to suspend judgement initially – listen in a nonevaluative way. Only evaluate when you have
thoroughly understood
Remember, you are in control of how well you Listen.
Research shows that the more you fear the
consequences of not listening to someone, the more
you will listen. Therefore there is no reason why you
can not listen to anyone 100%
QUESTIONING TECHNIQUES
EXERCISE:
The tutor is to think of a famous person, ie, David
Beckham, Madonna, Prince Charles, Kylie
Minogue
You must then brief the member of staff to try
and guess who you are but the only answer
you can give is YES or NO
The delegate then must try to find out who the
famous person is
After a few minutes if the delegate is still
struggling you must allow them to ask any
question at all
Question why we did this…. This leads into types
of questions you could ask – have a guess?
QUESTIONING
TECHNIQUES
There are 5 types of questions that you could ask
in order to check understanding of the
conversation:
1.
Open :
Questions that give you information. Start
your question with Who / What / Where /
When / Why & How.
2.
Closed :
Questions that only give you a YES or NO
answer. If you only ask closed questions you
will not get a great deal of information. They
can be useful though, to clarify a point or
bring a long conversation to an end.
3.
Probing :
Asking about a subject in more depth.
Listening to what is said and probing into the
detail can get a clear picture of the issue
4.
Leading :
Can be dangerous to use as they lead the person to
answering to the response that you want to hear and do
not give them an opportunity to express the real issue
4.
Multiple :
Putting more than one question in a sentence can mean
that neither of them gets answered, or the person only
answers the one they want to hear. This doesn’t help
you to clarify the situation
So, How to Handle
Complaints Correctly?
By using the L. E. A. R N. module
L….ISTEN
• Establish and maintain eye contact
• Use positive body language (nod your head / smile
appropriately)
• Let them finish – don’t interrupt and jump to conclusions
E….MPATHISE
• Thank them for bringing the problem to your attention
• Restate the problem, being sure to include how the guest felt
about it
A….POLOGISE
• Apologise without making excuses
• Maintain eye contact with the guest
• Take responsibility – speak on behalf of the entire team – use
‘we’ not ‘they’
R….EACT
• Take care of the guest’s immediate need – resolve the
problem now
N….OTIFY
• Someone to make sure that the problem does not occur again
Be sure to log the problem for tracking purposes
SMILE
THE GUEST
HEARS…….
WE CARE!!!!
This leads us into 15 minute satisfaction guarantee