Complaints refers to the dissatisfaction expressed by a customer over the product and services offered to them. There may be complaint in any business but it must be taken seriously for the further improvemrnt in the business.
Every hotel needs a policy for dealing with complaints. From the customer complaints, it is very easy to find the needs of the customers. Positive attitude is essential in dealing with customer complaints. Problems should be viewed as oppertunities for improvement. If the complaints are handled in a better manner, there will be oppertunity of repeated business as we would earn the clients.
Ways of handling complaints are:
1. Listen carefully to the customer complaint with great interest and patience.
2. Do not interrupt.
3. Never be defensive.
4. Define the problem and state your understanding.
5. Promise to take action quickly to solve the problem.
6. Thank to the customer for bringing the matter to attention.
Salesmanship and handling complaints
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