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Customer complaints are powerful tools for getting to know better the weak points of the services we provide. Although dealing with an angry customer is never an easy task, the information these claims provide is always a good starting point for the assessment of our services. Never underestimate the extent of a customer complaints and try to deal with them in an honest and effective way. Not addressing the customer complaints will result in a discontent guest whose bad recommendations will give you very negative word of mouth. It is proved that discontent customers are more active in the internet than satisfied ones, so letting go discontent customers without providing solutions to their problems can result in negative publicity on the net. At the same time, if you take measure to solve customer's problems or address his complains you will probably prevent the same problem to happen again in the future.
Not all customers deliver their complaints in a polite way. It is very important to stay calm and try to calm down the customer by listening to him carefully and attending to his complaints. A previously released protocol as the one we propose below will be of great help in difficult situations.
After the problem has been solved, keep a record of what happened and from time to time review these records and see if you can determine any patterns that will allow you to reconsider any of your business assumptions.
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Section 4.6: Communication: Non-Verbal Skills | Section 4.8: Standarts and Certifications |
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