Complaint Resolution
Complaints Will Happen
Your property services a large amount of guests every year and you will encounter complaints. Be ready for it by being mentally prepared.
In resolving customer complaints, guest satisfaction is influenced 10% by the incident itself and 90% by your response to it. All team members should aim to address a guest issue at the initial contact. This entertaining video demonstrates how an effective complaint resolution process can pleasantly surprise guests, making them feel heard and their issues resolved. However, remember not to actually argue with the guest. The video humorously illustrates how straightforward guest complaint resolution should be.
Poor Versus Great Customer Service
With what you've learned so far, in the video below what do you see as what made the difference between the poor and great customer service.
