3 Introduction Occasionally guests complain. Sometimes our fault, sometimes it is not but as we are front line staff, the customers will come and express their dissatisfactionTherefore, we must manage how to respond to it.
4 Outcomes Upon completion of this topic, the students will be able to : Identify potential and existing conflicts and seek solutions in conjunction with parties involved.Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.Respond to customer complaints positively, sensitively and politely and in consultation with the customer.Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.Maintain a positive and cooperative manner at all times.
5 Complaints Mechanical complaint Most guest complaints relate to hotel equipment malfunctions. ( room furnishing, ice machine, door keys, television, lighting, air conditioning etc)Attitudinal complaintThe guest feel insulted by rude or unprofessional staff member of the hotel.Service-related complaintThe guest experience a problem with hotel service. ( waiting time for service, lack of assistance with luggage, untidy room, phone difficult)
6 Hotel generally have little or no control over the circumstances. Unusual complaintGuest sometime expects the front office staff to resolve or at least listen.Hotel generally have little or no control over the circumstances.The exampleBad weather, Why train are late? No buses running on weekends etc.
7 Why do Customers Complain? Customers complain because their needs and/or expectations have not been met.They feel they have been let down by the establishment or the service provider.There is a gap between what the customer expects and what has been achieved i.e..- a service performance gap.
8 WHY PEOPLE COMPLAIN? From frustration To impress other people For compensationProvide Service to colleagues and customers
9 When dealing with a guest complaint - NEVER Talk down to the customerBe defensiveJustify why it happenedBlame other people or departmentsBlame the customerProvide Service to colleagues and customers
10 COMPLAINT HANDLING PROCEDURE Listen without interruptionDon’t get defensiveExpress concern and empathy - apologise sincerelyEstablish the problem - ask questionsFind out what they wantExplain what you can and cannot doFully discuss alternativesTake ActionFollow up to ensure they are happyProvide Service to colleagues and customers
11 Handling Complaints Information recorded accurately in Complaint Log Recognised complaint handling procedure s are followedRelevant department or personnel consultedFollow up to ensure everything is resolved - record action in LogLog reviewed to see if on going/multiple complaints being received and what steps can be taken to rectify.Provide Service to colleagues and customers
12 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?Provide Service to colleagues and customers
13 Complaint Recording and Follow Up Procedures All complaints must be handled diplomatically so all parties recognise:The issue has been raised with relevant authorityAll points of view have been consideredDiscretion will be applied in resolving the matterDue process will be followedAction will be taken and the matter will be remediedProvide Service to colleagues and customers
14 cont.You must establish the details of the customer complaint through Questioning and active listening techniquesSummarising and clarifying the issueRecording details of complaintDiscussing with customer the process of resolution – giving them options and letting them know how the complaint will be resolvedYou need to know the lines of reporting complaints and when to seek assistance
15 Benefits of positive handling of complaints The value of resolving complaints can not be underestimated and include:Promoting goodwillImproved customer relationsPositive work of mouth publicityPromotion of enterprise service ethicProvide Service to colleagues and customers
16 DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A DIFFICULT CUSTOMER A complaining customer is somebody whose needs and expectations have not been metA difficult customer is somebody who is a challenge to serve because of their personality, for example, they may be rude, impatient or talkativeProvide Service to colleagues and customers
17 HOW CAN A CUSTOMER BE DIFFICULT? RudeImpatientNoisyTalkativeConfused - unable to make decisionsSilentFussyProvide Service to colleagues and customers
18 TYPES OF DIFFICULT CUSTOMERS Rude CustomerCan be rude to everyone - they justdon’t feel comfortable being nice.DO Ignore their rudeness and don’t take it personallyDON’T Become Rude and AggressiveImpatient CustomerAlways in a hurry - and it won’t matter how quickly you serve them - they will still be impatientDO Serve them quickly and politelyDON’T Waste their time with conversation and they may not want you trying to sell them products and servicesProvide Service to colleagues and customers
19 TYPES OF DIFFICULT CUSTOMERS Confused CustomerFind it difficult to make decisions and may take a long timeto decideDO Be helpful by making suggestions and asking questionsDON’T Rush them - they could become flustered and embarrassedTalkative CustomerWants to talk and could spend all day doing itDO Be friendly and attentive - Lead the conversationDON’T Ignore them or give them all your attentionso other customers are ignoredProvide Service to colleagues and customers
21 Customer Complaint Handling It is essential to treat every complaint with respect, no matter how trivial.On average, a satisfied customer tells three people about good service. A dissatisfied customer complains to 11 people.One study showed that 13% of the people who had a problem with an organisation complained about the company to more than 20 people.
22 Advantages of Complaints To the OrganizationOpportunity to improve quality of products and services in organizationTo the CustomerThe customer’s need can be met resulting in customer satisfaction
23 Steps in complaint handling Listen and stay calmAcknowledge the customers feelings and right to complainEstablish/confirm the problemSuggest alternatives and agree on solutionTake actionRecord the incidentFollow up to ensure customersatisfaction
24 The value of resolving customer complaints Promoting goodwillCustomer RelationsPublicityPromotingenterprise serviceethic
25 Case studyA receptionist in a “5 star“ hotel received a call from an angry guest who discovered that the TV in his room was not working and the bathroom had not been cleaned.List the sequence of steps necessary for the receptionist in this scenario to deal with customer complaints.Explain 2 long-term consequencesto the establishment if customercomplaints are continuouslyincorrectly handled.
27 Outcome At the end of this unit the students will be able to:- Identify conflict situationsResolve conflict situationsEvaluate conflict situations.
28 IntroductionConflict! It can manifest itself in all situations in the hospitality industry.It's an industry that deals in people, in service.It's an industry with tight deadlines and pressure.It's an industry involving lots of people, all with different needs and expectations.Conflict is part of the industry.
29 All we can hope to do is to manage it. Cont.We can't eliminate conflict, and in some cases we can't even resolve it.All we can hope to do is to manage it.That is, manage conflict so that its harmful effects are eliminated or minimised.In some cases that means trying to manage the conflict to give a win-win situation for the parties involved.
30 What is Conflict? Improved working relationships Any situation that leads to disagreement between two or more individuals.Conflict, when handled appropriately, can lead to:Improved working relationshipsImproved customer serviceIncreased productivityIncreased opportunities for self developmentRefer to page 208
31 Three areas where conflict exist In the workplace, we encounter three broad areas where conflict could exist. These include:Interpersonal conflict between staff members;Organisational conflict between different sections, or managers;Conflict involving the organisation's clients (customers and suppliers).
32 Interpersonal Conflict Three basic causes can be identified.1. Emotional Conflict - Conflict caused by hurt feelings.Conflict due to different needs - something is stopping you from reaching your goal.Conflict due to different values, attitudes and outlooks.
33 What Types of Conflict are there? Within ourselves.Between us and a colleague.Between us and a customer .Between organisations.Between customers.Refer to page 208
34 Causes of Conflict Conflict arises for any number of reasons: Different expectationsCommunication barriers-( THE MOST COMMON)MotivationCultural values/Differences in valuesPersonalitySafety and securityOrganisational structureOrganisational changeFear –people don’t get along because they fear each other.People fear each other because they don’t know each other.They don’t know each other because they have not properly communicated with each otherDifferences in goals, expectationsRefer to page 209
35 But before dealing with the conflict, make sure you understand the situation and what is happening: identify the real difference that is causing the conflict.Is the problem a difference in the facts, goals, methods or values?By understanding the situation and the real cause of the conflict, you will be better equipped to choose from the range of constructive responses suited to conflict resolution’ Source: Dwyer, J. (1997) The Business Communication Handbook 4th Ed (p100)
36 THE BEGINNINGS OF CONFLICT Misunderstanding and Communication barriers are main causes of conflict:-These occur because:People do not listen to each otherAre not prepared to talk and resolve the situationDo not understand cultural differences and are not prepared to make allowances for themRefer to page 207
37 How do you recognise potential conflict? Potential for conflict can be readily identified where any of the causes of conflict exist.For example, if you or a colleague are unable to meet each others, organisational or customer expectations, conflict may arise.You can also recognise potential for conflict by observing body language and by listening.Barriers in communication…..Refer to page 211
38 Barriers That Cause Conflict Not paying attention – causing frustration, annoyance – unprofessional/distraction - If you have answer the phone please ensure that you excuse yourself.No Eye Contact – results in showing of disinterest but uncomfortable too.Interrupting – when someone is trying to talk to you or finishing their sentences for them –Tone of Voice – arrogant, demanding, anger, whining etc - ensure that you remain objectiveSarcasm – show patience and understanding as sarcasm can only ignite the situationRefer to page 211
39 Barriers That Cause Conflict Rudeness – is totally unacceptable in hospitality and there is no excuse for this.Cultural Differences – try and familiarise yourself with the culture you are dealing with to avoid conflict as a result of you ‘misunderstanding cultural beliefs, manners & protocols’Refer to page 211
40 Recognising potential for conflict through Body Language Body language (non verbal communication) is a powerful way to express thoughts and feelings.Being able to recognise negative body language can help identify potential for problems.However, do not read body language signals in isolation; consider the entire context of the situation.Refer to page 212
42 Recognising potential for conflict Not only what a person is saying but how they are saying it can indicate potential for conflict.For example, as people become frustrated, angry or impatient,Their pitch may riseTheir rate of speech may increaseTheir tone may change – boredom, sarcasm, irritationThey may accuse you of somethingThey may tell you how to behaveAggressive Body LanguageNarrowing of eyes – intimidating youFlared nostrils – anger building, taking deep breath..Tapping of fingers or feet - impatienceRefer to page 212
43 Recognising potential for conflict Stretched muscles – especially jaw line showing that anger is building!Difficulty in discussing the issue calmly and rationallyIf the signs are not recognised and acted upon then..Voice is further raised maybe even shoutingBody leaning forward – intimidatingHand gestures – finger pointing etcStorming out of room, slamming door or draws or if in the kitchen – implements!Refer to page 212
44 If you have identified potential conflict situations: Do not ignore itImmediately address the situationRemain calm and politeIf need be, seek assistanceTackle /dig deep and find out the ‘real reason’ for the conflict.
45 If you have identified potential conflict situations That Are Cultural: Learn about each other's countries and culturesBe respectful and open-mindedCelebrate holidays of other culturesCreate cultural awareness factsheetsTreat people as individualsIdentify gaps in your own knowledge
46 If you have identified potential conflict situations That Are Cultural: Strategies for minimising cultural misunderstandings: handle sensitively and courteouslyoffer apologies where appropriatedon’t give reasons or excusestake the best course of action to resolve as quickly as possiblelearn by ones mistakesseek assistance from supervisor or manager if required
47 If you have identified potential conflict situations That Are Cultural: Preventing cultural misunderstandings:provide colleagues and customers with appropriate informationprovide advise of cultural variations and practices, behaviour and opinions they may find different before they experience themadapt own actions and behaviour in ways that are culturally appropriateprovide customers with appropriate tourism and hospitality products and services
49 Stages of conflict- Helpful Hints Refer to page 213
50 Resolving conflict situations It is important for us to understand how to resolve conflict and develop our own way of doing this. Possible outcomes include:Lose-lose – where both parties end up dissatisfied and unhappyWin-lose – where one side wins at the expense of the other. Useful if one side can admit they were in the wrong, however not common!Win-win – our preferred outcome. To achieve this we must be willing to :Respect and acknowledge everyone’s perceptions and expectationsVerbalise what we wantIdentify and practise appropriate conflict resolution techniques.
51 Responsibility for resolving conflict Whilst responsibility for resolution usually rests with those involved, sometimes it also depends on:Our position in the workplace – do we have the authority to resolve the situation?The people involved – if involves colleagues then we may need to involve more senior staff.The nature of the conflict – depending on the nature of the conflict, we may be forced to involve others (e.g. security or safety issues).