Complaint Handling

By Nilesh Padhye

Complaint
Handling

The Nine Stars Exercise

Objectives

By the end of this module you will be able :

Explain the nature
of complaints

List and describe

the different types
of complaints

List different
complainers and
how to
communicate with
them

Describe ways to
resolve complaints
using the LAST
sequence

Explain the
process for
documenting
complaints and
giving feedback

Describe ways to
build customer
loyalty through
effective
complaint
handling

Definition of Complaint

Why do Guests not return?

Personal
Attitude

68
%

Merchandise

14
%
9%

Price
Other Contacts
Move away
Die

5%
3%
1%

Welcoming Complaints

Complaint

Improvem
ent

Improved
Business

Satisfied
Customer

Complaints are
Opportunities to
Evaluate how well
you are doing

Create long-term
loyalty

Improve customer
satisfaction

Identify weak
points in your
systems and
processes and put
them right

See situations
from the
customers point
of view

Activity

Common complaints that you face in your da

Reasons for the complaint

Possible solutions

Different Types of
Complainers

Types of Complainers

They dont say

They
anything; they
openly
simply dont
display
return
their anger
They pass on
They can
the bad news
be
to others
intimidating
They make up
They want
the majority of
and need to
unhappy
be noticed

They are full of

useful ideas for
change
They address
their problem to
the business in a
calm rational
manner
They allow an
organization to
see and repair
problems

LAST Approach to handling

complaints
L
A
S
T

Listen Attentively
Apologize & Empathize
Solve the issue on hand
(Solution provided)
Thank the Guest

Activity
Act out in your previous groups any one of
the complaints that you mentioned Using
the LAST Sequence of handling complaints

Taking responsibility

Dealing with complaints

Stay
positive

Respond
quickly

Offer
personalis
ed service

Take
ownership
without
blaming
others or
the
organisati
on

Follow up

Managing Effective
Communication
Clear
and
calm
voice

Speak
normal
ly

Managing
Effective
Communicatio
n

Body
langua
ge

Involve
the
guest

Eye contact
Calm facial
expressions
Calm, friendly
gestures
Professional posture
Concerned and
interested

Behaviors to Avoid
Confrontatio
nal
situations

Forceful
hand
gestures

Entering
guests
personal
space

Defensive
body
language

Raising your
voice

Bad
language

Solving complaints

Win - Win
our guests are happy
and so is the
Management..

Dealing with Specific

Complaints
Product &
Service
If quality is
below
standard, then
rectify
If standard is
met, explain
and offer
alternatives

Environm
ent

Team
members

Written

Find a solution
that is
acceptable for
our guest

Do not blame
the associate
in front of the
guest

Do not get
upset that the
guest did not
speak to you
directly

If no solution,
explain and
apologize

Talk to
associate or
concerning
manager in
private

Investigate
the reasons

Cooperate in
finding a
solution

Efficient Work Practice

Immediate
action

Identify the
cause

Follow up

Document it

Always Remember

If we dont take care of our

customers someone else
will.

QUESTIONS
?