Provide Services to Colleagues and Customers

Guest Relations Complaint Handling

TYPES OF CUSTOMERS

INTERNAL CUSTOMERS

People with whom we work EXTERNAL CUSTOMERS

Including: - International tourists - Families - Business Travellers - People with disabilities - Difficult customers

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What are wants, needs and expectations?

Needs
A human need is a state of felt deprivation

Wants
A form taken by human needs as they are shaped by culture and individual personality

Expectations
To be treated with respect To be made welcome To receive timely and professional assistance and service To be understood To feel important To be appreciated To be recognised To enjoy the experience

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Factors influencing needs and expectations include

Social Cultural Economic Health Age Personality Personal interests Likes and dislikes Time Available Perception

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NEEDS AND EXPECTATIONS OF CUSTOMERS could include

Basic Human Needs Food, Shelter, Security,Social and Esteem Special services and facilities Entertainment Information

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What would you consider when dealing with guests with special needs?

Physically challenged mobility impaired, hearing impaired or blind Intellectually challenged Pregnant women Families with children Unaccompanied children Business travelers Travelers with special cultural or language needs Elderly travelers

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Customer Service Skills include

Meeting customer requirements Demonstrating communication skills listening and questioning techniques Handling customer requests and complaints Developing a rapport Promoting suitable products and service to enhance experience To deliver quality service we must also demonstrate appropriate work ethics and behaviour.

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What is quality service?

You could describe customer service as the art of relating to your customers so they feel comfortable, looked after, satisfied, special and welcome. Service excellence is achieved when the enterprises services and facilities not only meet but exceed the guests expectations. Can you think of when this has happened to you? Can you think of when you may have delivered quality service to a customer?

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WHAT WE NEED TO PROVIDE QUALITY SERVICE!!!

KNOWLEDGE

Of your customer Of how to do your job Of all services and facilities in your hotel Of local and state attractions

SKILLS

Interpersonal skills Anticipation of your customer needs

ATTITUDE

Genuine desire to help your guests - whether solving problems or just making sure they have a great stay Positive attitude at all times Proactive providing help and guidance without necessarily being asked guests feel they can depend on you Displaying tact and diplomacy
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Steps to Ensure we give Quality Service!

Anticipate needs Welcome customers warmly with a warm genuine smile Listen and probe - ask open questions Reflective listen Offer an action plan to deliver what they want Agree on this plan What? Where? When? How? Avoid broken promises Follow up to check everything is up to their expectations Combine this with: Communicating in a language they can understand Tune into their individual needs by observation Use their name wherever possible

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Maintaining Quality Service

Organisation and staff responsibilities

Training of staff Good communications between departments Established work programs Good awareness of activities within other departments

Importance of quality customer service to hospitality industry

Customers have come to expect quality service Competition demands quality service Quality service is the key to business success Quality service requires you to be one step ahead of the customer anticipating their needs

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ANTICIPATE THE NEEDS OF YOUR CUSTOMERS

ASK YOURSELF:

Have I considered all the customer needs? What could the customer need next? How can I improve the service now for the customer?

Then offer to provide that service - without the customer having to ask! Have you ever anticipated a customers needs?
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How do you know when weve given Quality Service?

Increased job satisfaction Positive performance appraisals Gratuities tips/gifts Thank You - by letter or verbally Enhanced reputation Establishment winning quality awards Returning guests Guest Comment Cards - Questionnaires

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WHY PEOPLE COMPLAIN?

From frustration To impress other people For compensation

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When dealing with a guest complaint - NEVER

Talk down to the customer Be defensive Justify why it happened Blame other people or departments Blame the customer
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COMPLAINT HANDLING PROCEDURE

Listen without interruption Dont get defensive Use a sad but glad expression Express concern and empathy - apologise sincerely Establish the problem - ask questions Find out what they want Explain what you can and cannot do Fully discuss alternatives Take Action Follow up to ensure they are happy
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Handling Complaints

Information recorded accurately in Complaint Log Recognised complaint handling procedure followed Relevant department or personnel consulted Follow up to ensure everything is resolved - record action in Log Log reviewed to see if on going/multiple complaints being received and what steps can be taken to rectify.
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Empowerment
The person who takes the complaint owns the complaint. You should try to resolve the complaint to the best of your ability. Do you know what you can do to resolve a complaint without calling for a manager or supervisor?
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Complaint Recording and Follow Up Procedures

All complaints must be handled diplomatically so all parties recognise: The issue has been raised with relevant authority All points of view have been aired Discretion will be applied in resolving the matter Due process will be followed Action will be taken and the matter will be remedied You must establish the details of the customer complaint through Questioning and active listening techniques Summarising and clarifying the issue Recording details of complaint Discussing with customer the process of resolution giving them options and letting them know how the complaint will be resolved You need to know the lines of reporting complaints and when to seek assistance

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Benefits of positive handling of complaints

The value of amicably resolving complaints can not be underestimated and include: Promoting goodwill Improved customer relations Positive work of mouth publicity Promotion of enterprise service ethic

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DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A DIFFICULT CUSTOMER

A complaining customer is somebody whose needs and expectations have not been met A difficult customer is somebody who is a challenge to serve because of their personality, for example, they may be rude, impatient or talkative
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HOW CAN A CUSTOMER BE DIFFICULT?

Rude Impatient Noisy Talkative Confused - unable to make decisions Silent Fussy
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TYPES OF DIFFICULT CUSTOMERS

Rude Customer Can be rude to everyone - they just dont feel comfortable being nice. DO Ignore their rudeness and dont take it personally DONT Become Rude and Aggressive Impatient Customer Always in a hurry - and it wont matter how quickly you serve them - they will still be impatient DO Serve them quickly and politely DONT Waste their time with conversation and they may not want you trying to sell them products and services
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TYPES OF DIFFICULT CUSTOMERS

Confused Customer Find it difficult to make decisions and may take a long time to decide DO Be helpful by making suggestions and asking questions DONT Rush them - they could become flustered and embarrassed Talkative Customer Wants to talk and could spend all day doing it DO Be friendly and attentive - Lead the conversation DONT Ignore them or give them all your attention so other customers are ignored
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