HANDLING
COMPLAINT
All members of a hotel staff must be ready to deal
with complaints. Some of them are genuine, silly , polite but firm. Most
businesses take complaint very seriously. Some complaints are more serious than
others.
It is often the responsibility of an individual
member of staff to deal with the problem. Sometimes,of course , it is necessary
for the staff member to refer some one else such as a manager.
Suppose that your are now dealing with complaints
, you should listen carefully, be polite and, except when it is absolutely
necessary, don’t comment until the customer has finished. Then, make a short ,
clear apology. After that , you should repeat the complaint. This is to make
sure that you have fully understood the problem and that there are no
misunderstanding. When possible, you should also note down what the customer
has said. Next, you should decide who will deal with the complaint. If it is
not a serious one you can deal with it your self. You should explain to the
customer the action you plan to take and tell him or her when it will be done.
If you decide that the manager sholud gandle the complaint, you should fisrt
inform him or her and them arrange a meeting between the manager and the
customer.
