SlideShare una empresa de Scribd logo
1 de 15
Descargar para leer sin conexión
Handling Guest Complaints
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com
A problem solved on time will
definitely bring the guest back
Make it easy for the guest to express his concerns
There can be 4 types of complaints
Mechanical
Attitudinal
Service related
unusual
The basic rules
Not listening will not solve the problem
Always!
Listen with empathy
Give your undivided attention
Lack of attention
will anger the
Guest even more
Maintain eye contact
Stay calm !
Never…
Get aggressive
or flustered
or pick up a fight with the
Guest
Apologize
Express Regret
Offer solutions
Never make a promise which
you don’t have authority to keep
Inform the guest
how much time
it may take
to resolve the problem
Try to resolve the problem immediately…
Act on the problem
Monitor
progress
of the
situation
Follow up
And
check to ensure
whether the guest
is satisfied
with the solution
Remember !......!.....!
Some guest are never satisfied, don’t let them effect you
If problem cannot be solved ,admit it
If the guest is very angry don’t
try to resolve the problem alone
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com

Más contenido relacionado

La actualidad más candente

How To Handle Angry Customers
How To Handle Angry CustomersHow To Handle Angry Customers
How To Handle Angry CustomersSneha Koirala
 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are importantPatt Timlin
 
Topic 9 handling difficult guests
Topic 9 handling difficult guestsTopic 9 handling difficult guests
Topic 9 handling difficult guestssly mot
 
Telephone group project
Telephone group projectTelephone group project
Telephone group projectamschnepp
 
Handling Customer Complaints
Handling  Customer ComplaintsHandling  Customer Complaints
Handling Customer ComplaintsKaruna Parmar
 
Handling Guest Complaints in Hotels
Handling Guest Complaints in HotelsHandling Guest Complaints in Hotels
Handling Guest Complaints in HotelsManoj Singh
 
How to handle angry customers
How to handle angry customersHow to handle angry customers
How to handle angry customersMansi McArthur
 
Dealing with difficult customer
Dealing with difficult customerDealing with difficult customer
Dealing with difficult customerHammad Siddiqui
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone EtiquetteMMMTS
 
Dealing with difficult customers case study
Dealing with difficult customers  case studyDealing with difficult customers  case study
Dealing with difficult customers case studySCS universal
 
Dealing with Difficult Customers
Dealing with Difficult CustomersDealing with Difficult Customers
Dealing with Difficult CustomersKen Barnes, DBA
 
Negotiating with _customers143.ppt
Negotiating with _customers143.pptNegotiating with _customers143.ppt
Negotiating with _customers143.pptsandipkumar1987
 
5. When A Customer Demands To Speak With Your Supervisor
5. When A Customer Demands To Speak With Your Supervisor5. When A Customer Demands To Speak With Your Supervisor
5. When A Customer Demands To Speak With Your SupervisorVansight
 

La actualidad más candente (20)

How To Handle Angry Customers
How To Handle Angry CustomersHow To Handle Angry Customers
How To Handle Angry Customers
 
Handlingangry Customers 202
Handlingangry Customers 202Handlingangry Customers 202
Handlingangry Customers 202
 
Complaint as a gift
Complaint as a giftComplaint as a gift
Complaint as a gift
 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are important
 
Bizu10989
Bizu10989Bizu10989
Bizu10989
 
Topic 9 handling difficult guests
Topic 9 handling difficult guestsTopic 9 handling difficult guests
Topic 9 handling difficult guests
 
Telephone group project
Telephone group projectTelephone group project
Telephone group project
 
Handling Customer Complaints
Handling  Customer ComplaintsHandling  Customer Complaints
Handling Customer Complaints
 
Handling Guest Complaints in Hotels
Handling Guest Complaints in HotelsHandling Guest Complaints in Hotels
Handling Guest Complaints in Hotels
 
How to handle angry customers
How to handle angry customersHow to handle angry customers
How to handle angry customers
 
C omplaint handling
C omplaint handlingC omplaint handling
C omplaint handling
 
Dealing with difficult customer
Dealing with difficult customerDealing with difficult customer
Dealing with difficult customer
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
 
Ppt
PptPpt
Ppt
 
Dealing with difficult customers case study
Dealing with difficult customers  case studyDealing with difficult customers  case study
Dealing with difficult customers case study
 
Dealing with Difficult Customers
Dealing with Difficult CustomersDealing with Difficult Customers
Dealing with Difficult Customers
 
The Angry Customer
The Angry CustomerThe Angry Customer
The Angry Customer
 
Attitude 179
Attitude 179Attitude 179
Attitude 179
 
Negotiating with _customers143.ppt
Negotiating with _customers143.pptNegotiating with _customers143.ppt
Negotiating with _customers143.ppt
 
5. When A Customer Demands To Speak With Your Supervisor
5. When A Customer Demands To Speak With Your Supervisor5. When A Customer Demands To Speak With Your Supervisor
5. When A Customer Demands To Speak With Your Supervisor
 

Destacado (20)

Food cost control
Food cost controlFood cost control
Food cost control
 
Standard cocktails
Standard  cocktailsStandard  cocktails
Standard cocktails
 
Receiving
ReceivingReceiving
Receiving
 
BAR MANAGEMENT AND OPERATIONS
BAR MANAGEMENT AND OPERATIONSBAR MANAGEMENT AND OPERATIONS
BAR MANAGEMENT AND OPERATIONS
 
Basic of wine
Basic of wineBasic of wine
Basic of wine
 
Gin
GinGin
Gin
 
cookies making
 cookies making  cookies making
cookies making
 
Basic operating procedure – haveli kitchen
Basic operating procedure – haveli kitchenBasic operating procedure – haveli kitchen
Basic operating procedure – haveli kitchen
 
Ms office 2013
Ms office 2013Ms office 2013
Ms office 2013
 
French wines
French wines French wines
French wines
 
Hospitality
HospitalityHospitality
Hospitality
 
Beverage service
Beverage serviceBeverage service
Beverage service
 
Role of housekeeping
Role of housekeepingRole of housekeeping
Role of housekeeping
 
House keeping basics
House keeping basicsHouse keeping basics
House keeping basics
 
Up Selling-Restaurants
Up Selling-RestaurantsUp Selling-Restaurants
Up Selling-Restaurants
 
team building through effective leadership lagaan
team building through effective leadership lagaanteam building through effective leadership lagaan
team building through effective leadership lagaan
 
Menu engineering
Menu engineeringMenu engineering
Menu engineering
 
Rum
RumRum
Rum
 
Vodka
VodkaVodka
Vodka
 
Sales controls
Sales controlsSales controls
Sales controls
 

Más de Dr. Sunil Kumar

Resort Management Dr Sunil kumar.pptx
Resort Management Dr Sunil kumar.pptxResort Management Dr Sunil kumar.pptx
Resort Management Dr Sunil kumar.pptxDr. Sunil Kumar
 
Digital Marketing All Module Sunil Kumar.pptx
Digital Marketing All Module Sunil Kumar.pptxDigital Marketing All Module Sunil Kumar.pptx
Digital Marketing All Module Sunil Kumar.pptxDr. Sunil Kumar
 
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docx
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docxAn Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docx
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docxDr. Sunil Kumar
 
Admission Brochure IHM Raipur 2022-23
Admission Brochure IHM Raipur 2022-23Admission Brochure IHM Raipur 2022-23
Admission Brochure IHM Raipur 2022-23Dr. Sunil Kumar
 
Handbook of BBA in Culinary Arts Syllabus .pdf
Handbook of BBA in Culinary Arts Syllabus .pdfHandbook of BBA in Culinary Arts Syllabus .pdf
Handbook of BBA in Culinary Arts Syllabus .pdfDr. Sunil Kumar
 
Dosha, seasons & elements in ayurveda
Dosha, seasons & elements in ayurvedaDosha, seasons & elements in ayurveda
Dosha, seasons & elements in ayurvedaDr. Sunil Kumar
 
Culinary product of india notes
Culinary product of india notesCulinary product of india notes
Culinary product of india notesDr. Sunil Kumar
 
Organisation structure and design
Organisation structure and design Organisation structure and design
Organisation structure and design Dr. Sunil Kumar
 
All indian cuisine poster size 5 x3 feet
All indian cuisine poster size 5 x3 feetAll indian cuisine poster size 5 x3 feet
All indian cuisine poster size 5 x3 feetDr. Sunil Kumar
 
Nutrition diploma for food production
Nutrition diploma for food production Nutrition diploma for food production
Nutrition diploma for food production Dr. Sunil Kumar
 

Más de Dr. Sunil Kumar (20)

Resort Management Dr Sunil kumar.pptx
Resort Management Dr Sunil kumar.pptxResort Management Dr Sunil kumar.pptx
Resort Management Dr Sunil kumar.pptx
 
Digital Marketing All Module Sunil Kumar.pptx
Digital Marketing All Module Sunil Kumar.pptxDigital Marketing All Module Sunil Kumar.pptx
Digital Marketing All Module Sunil Kumar.pptx
 
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docx
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docxAn Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docx
An Exploratory study of Red Ant Chutney in Bastar Region Dr Sunil Kumar.docx
 
Admission Brochure IHM Raipur 2022-23
Admission Brochure IHM Raipur 2022-23Admission Brochure IHM Raipur 2022-23
Admission Brochure IHM Raipur 2022-23
 
Handbook of BBA in Culinary Arts Syllabus .pdf
Handbook of BBA in Culinary Arts Syllabus .pdfHandbook of BBA in Culinary Arts Syllabus .pdf
Handbook of BBA in Culinary Arts Syllabus .pdf
 
Dosha, seasons & elements in ayurveda
Dosha, seasons & elements in ayurvedaDosha, seasons & elements in ayurveda
Dosha, seasons & elements in ayurveda
 
Culinary product of india notes
Culinary product of india notesCulinary product of india notes
Culinary product of india notes
 
Food of china
Food of chinaFood of china
Food of china
 
The laundry
The laundryThe laundry
The laundry
 
Organisation structure and design
Organisation structure and design Organisation structure and design
Organisation structure and design
 
HACCP
HACCPHACCP
HACCP
 
All indian cuisine poster size 5 x3 feet
All indian cuisine poster size 5 x3 feetAll indian cuisine poster size 5 x3 feet
All indian cuisine poster size 5 x3 feet
 
Nutrition diploma for food production
Nutrition diploma for food production Nutrition diploma for food production
Nutrition diploma for food production
 
TYPES OF TANDOOR
TYPES OF TANDOORTYPES OF TANDOOR
TYPES OF TANDOOR
 
CARVING
CARVING CARVING
CARVING
 
TYPES OF FISH
TYPES OF FISHTYPES OF FISH
TYPES OF FISH
 
SAUCE
SAUCESAUCE
SAUCE
 
INDIAN GRAVY
INDIAN GRAVYINDIAN GRAVY
INDIAN GRAVY
 
MICRO NUTRIENT
MICRO NUTRIENT MICRO NUTRIENT
MICRO NUTRIENT
 
HACCPF
HACCPFHACCPF
HACCPF
 

Último

Benefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationBenefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationMJDuyan
 
Human-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesHuman-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesMohammad Hassany
 
Patterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxPatterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxMYDA ANGELICA SUAN
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfYu Kanazawa / Osaka University
 
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxPISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxEduSkills OECD
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptxSandy Millin
 
How to Add a many2many Relational Field in Odoo 17
How to Add a many2many Relational Field in Odoo 17How to Add a many2many Relational Field in Odoo 17
How to Add a many2many Relational Field in Odoo 17Celine George
 
How to Show Error_Warning Messages in Odoo 17
How to Show Error_Warning Messages in Odoo 17How to Show Error_Warning Messages in Odoo 17
How to Show Error_Warning Messages in Odoo 17Celine George
 
M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxDr. Santhosh Kumar. N
 
How to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesHow to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesCeline George
 
Diploma in Nursing Admission Test Question Solution 2023.pdf
Diploma in Nursing Admission Test Question Solution 2023.pdfDiploma in Nursing Admission Test Question Solution 2023.pdf
Diploma in Nursing Admission Test Question Solution 2023.pdfMohonDas
 
What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?TechSoup
 
How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17Celine George
 
CapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapitolTechU
 
The basics of sentences session 10pptx.pptx
The basics of sentences session 10pptx.pptxThe basics of sentences session 10pptx.pptx
The basics of sentences session 10pptx.pptxheathfieldcps1
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and stepobaje godwin sunday
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfMohonDas
 
How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17Celine George
 
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdf
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdfMaximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdf
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdfTechSoup
 
Education and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxEducation and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxraviapr7
 

Último (20)

Benefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive EducationBenefits & Challenges of Inclusive Education
Benefits & Challenges of Inclusive Education
 
Human-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesHuman-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming Classes
 
Patterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptxPatterns of Written Texts Across Disciplines.pptx
Patterns of Written Texts Across Disciplines.pptx
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
 
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxPISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
 
How to Add a many2many Relational Field in Odoo 17
How to Add a many2many Relational Field in Odoo 17How to Add a many2many Relational Field in Odoo 17
How to Add a many2many Relational Field in Odoo 17
 
How to Show Error_Warning Messages in Odoo 17
How to Show Error_Warning Messages in Odoo 17How to Show Error_Warning Messages in Odoo 17
How to Show Error_Warning Messages in Odoo 17
 
M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptx
 
How to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 SalesHow to Manage Cross-Selling in Odoo 17 Sales
How to Manage Cross-Selling in Odoo 17 Sales
 
Diploma in Nursing Admission Test Question Solution 2023.pdf
Diploma in Nursing Admission Test Question Solution 2023.pdfDiploma in Nursing Admission Test Question Solution 2023.pdf
Diploma in Nursing Admission Test Question Solution 2023.pdf
 
What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?
 
How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17
 
CapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptx
 
The basics of sentences session 10pptx.pptx
The basics of sentences session 10pptx.pptxThe basics of sentences session 10pptx.pptx
The basics of sentences session 10pptx.pptx
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and step
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdf
 
How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17How to Use api.constrains ( ) in Odoo 17
How to Use api.constrains ( ) in Odoo 17
 
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdf
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdfMaximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdf
Maximizing Impact_ Nonprofit Website Planning, Budgeting, and Design.pdf
 
Education and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxEducation and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptx
 

Guest Compliant handling-

  • 1. Handling Guest Complaints DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
  • 2. A problem solved on time will definitely bring the guest back Make it easy for the guest to express his concerns
  • 3. There can be 4 types of complaints Mechanical Attitudinal Service related unusual
  • 5. Not listening will not solve the problem Always! Listen with empathy
  • 6. Give your undivided attention Lack of attention will anger the Guest even more Maintain eye contact
  • 7. Stay calm ! Never… Get aggressive or flustered or pick up a fight with the Guest
  • 9. Offer solutions Never make a promise which you don’t have authority to keep
  • 10. Inform the guest how much time it may take to resolve the problem Try to resolve the problem immediately…
  • 11. Act on the problem
  • 13. Follow up And check to ensure whether the guest is satisfied with the solution
  • 14. Remember !......!.....! Some guest are never satisfied, don’t let them effect you If problem cannot be solved ,admit it If the guest is very angry don’t try to resolve the problem alone
  • 15. DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com