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    How To Deal With Angry Guest

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    Andi Muhammad Aswin Anas
    This document provides tips for dealing with angry hotel guests in 3 sentences or less: Listen actively to understand the guest's concerns, take ownership of any issues without making excuses, and focus on resolving the problem before discussing its causes. Prioritize addressing the guest's emotions over technical details, speak calmly, and follow up after taking corrective action to demonstrate your commitment to customer satisfaction. Proper handling of angry guests can turn a negative situation into positive word-of-mouth for your hotel.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    How To Deal With Angry Guest

    Uploaded by

    Andi Muhammad Aswin Anas
    20 views14 pages
    This document provides tips for dealing with angry hotel guests in 3 sentences or less: Listen actively to understand the guest's concerns, take ownership of any issues without making excuses, and focus on resolving the problem before discussing its causes. Prioritize addressing the guest's emotions over technical details, speak calmly, and follow up after taking corrective action to demonstrate your commitment to customer satisfaction. Proper handling of angry guests can turn a negative situation into positive word-of-mouth for your hotel.

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    How to Deal with Angry Guest

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    This document provides tips for dealing with angry hotel guests in 3 sentences or less: Listen actively to understand the guest's concerns, take ownership of any issues without making excuses, and focus on resolving the problem before discussing its causes. Prioritize addressing the guest's emotions over technical details, speak calmly, and follow up after taking corrective action to demonstrate your commitment to customer satisfaction. Proper handling of angry guests can turn a negative situation into positive word-of-mouth for your hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    20 views14 pages

    How To Deal With Angry Guest

    Uploaded by

    Andi Muhammad Aswin Anas
    This document provides tips for dealing with angry hotel guests in 3 sentences or less: Listen actively to understand the guest's concerns, take ownership of any issues without making excuses, and focus on resolving the problem before discussing its causes. Prioritize addressing the guest's emotions over technical details, speak calmly, and follow up after taking corrective action to demonstrate your commitment to customer satisfaction. Proper handling of angry guests can turn a negative situation into positive word-of-mouth for your hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 14

    How to Deal with Angry Guest

    By Aswin Anas
    Training & Recruitment Manager
    Gammara Hotel Makassar
    Dissatisfied customers are,
    unfortunately, a fact of Hotel life.
    Here are some things you can do to
    turn the situation around.
    Assume that the Customer has a Right to
    be Angry
    Nobody makes mistakes on purpose, but they do
    happen. Perhaps the customer feels betrayed
    because the Hotel did not meet expectations. The
    customer may be angry because they made
    improper expectations.
    Listen to Emotion without Emotion
    Listen to the emphasis that the customer
    places on specific topics. This will help you
    to identify the specific item or items that
    need focussing upon. Remember that any
    anger is not directed at you personally, even
    if the language is directed at you.
    Be Patient
    When the customer is at the peak of expressing
    anger, sorrow or distress, be patient and listen. It is
    not effective to interrupt the customer. Rather,
    wait for the waves of emotion to recede and then
    use that opportunity to interject with reassuring
    comments. Takes quiet deep breaths and wait
    patiently for your turn to speak.
    Speak Softly
    If you encounter a loud and abusive customer,
    respond by speaking softly and with a very steady
    tone. If you try to shout over the customer or
    interrupt, then the customer will concentrate on
    the verbal battle for attention and will not pay
    attention to the importance of your message.
    Reiterate
    Make sure that you are addressing the technical,
    administrative and emotional aspects of the customer
    concerns. After you have listened carefully to the customer,
    reiterate the priorities that you believe that you heard. Use
    a soft, firm and inquisitive voice. Ask the customer to
    confirm that you have restated the facts accurately, then
    write them down.
    Own the Problem
    It does not matter who created the problem or what
    transpired before the customer got to you. Tell the customer
    that you own the problem and will apply your personal effort
    to achieve results. Sometimes it may be tempting to
    distance yourself from the problem by stating that you are
    not responsible for it, never fall for that temptation.
    Place the Customer First, Problem
    Second
    In most cases there are two conflicting issues that occur
    simultaneously. The first issue is the customer emotional
    distress. The second is the technical or administrative issue
    that caused the emotional distress. While it may seem
    logical to focus first on the technical or administrative issue
    that cause the emotional distress, it is important to
    acknowledge the customer anger first and the technical issue
    second.
    Look at what went wrong
    Once you have an opportunity to focus on technical and
    administrative issues, look at the root cause of the problems
    to determine what went wrong. Analyze the problem and
    provide corrective measures in an effort to avoid duplicating
    the problem with other customers.
    Correct the Issue
    Correct the issue for the specific customer. It may not be
    feasible to give your customer a guarantee that the
    correction will resolve all problems permanently, but it may
    be appropriate to reassure the customer that you will be
    available to assist in the event that another different
    problem should occur again.
    Follow Up When Possible
    Follow-up with the customer after sufficient time has
    elapsed to demonstrate that the corrective action has been
    effective. A phone call or a personalized postcard
    demonstrates individual attention and acknowledgement.
    Demonstrating compassion and attentiveness after a problem
    has been resolved is a powerful message to show that you
    really do care about the individual customer.
    How you respond will determine whether the
    customer goes on to tell all his friends and family
    how terrible your Hotel.

    So make sure you respond, with very


    hopitable respond
    #GAMMARAISYOU

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