EconoLodge Midlothian

Responding to Customer Issues

Posted by:Lodge Posted on:Jan 29,2017

Regardless of how good you are with hospitality, there will always be customers that have issues with your business or employees. Of course, there is a right way and wrong way to handle these customers. We all need to learn the correct ways to resolve the issues so that the customers leave feeling like they have been heard and the issues have been resolved.

When you have customer problems, there is a three-pronged response that you should use. Many employees in the hospitality sector are people pleasers, so they have a tendency to avoid conflict whenever possible. This means that when a guest is upset or has a problem with something in your hotel, your employee would likely choose to avoid the conflict instead of acknowledging it if they are confronted. When a customer has a problem are concerned, they wanted to be acknowledged and validated. To your guests, it is important that any of their concerns are met with an appropriate response. This is why you need to have your employees trained in the three pronged response: acknowledge the problem, empathize with the customer, then offer them a resolution. When a guest encounters a problem, the three pronged response should be to go to method in helping resolve the issue. When you acknowledge the problem, you are telling the customer that you understand their experience was not up to the expected standards. You then give them empathy by acknowledging that their concern is legitimate. To offer a resolution, you may be required to call maintenance or take another step fix the problem. Using this method does not guarantee the your hotel will be able to satisfy the demands of every guest. Some guests are unreasonable and can never be satisfied. When this is the case, the resolution part of this method could simply be an explanation of why there problem cannot be resolved.

Another thing to keep in mind is that it is always better to tell your guest what you can do for them instead of what you can’t do for them. For instance, you can choose to put a guest in a different room if there is too much noise for them. You cannot make the children next to them quiet at all times. By moving them, you are still satisfying their needs.

Using this 3-prong method will help to resolve many guest issues and reassure them that they are a priority. When you cannot resolve the issue, being patient with the guests and explaining your limitations will help to soothe even the most cynical guests.



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