To understand

1. Complaint Handling
By –Nilesh Padhye

2. Complaint Handling

3. The Nine Stars Exercise

4. Objectives
By the end of this module you will be able :
List and describe the
Explain the nature of
different types of
complaints
complaints
List different Describe ways to
complainers and how resolve complaints
to communicate with using the LAST
them sequence
Explain the process for Describe ways to build
documenting customer loyalty
complaints and giving through effective
feedback complaint handling

5. Definition of Complaint

6. Why do Guests not return?
Personal
68%
Attitude
Merchandise 14%
Price 9%
Other Contacts 5%
Move away 3%
Die 1%

7. Welcoming Complaints
Complaint Improvement
Improved Satisfied
Business Customer

8. Complaints are Opportunities
to…
Evaluate how well you
are doing
Identify weak points in
Create long-term your systems and
loyalty processes and put
them right
See situations from the
Improve customer
customer’s point of
satisfaction
view

9. Activity
Common complaints that you face in your day to day work
Reasons for the complaint
Possible solutions

10. Different Types of Complainers

11. Types of Complainers
 They are full of useful
ideas for change
 They don’t say
 They openly  They address their
anything; they
display their problem to the
simply don’t return
anger business in a calm
 They pass on the
 They can be rational manner
bad news to others
intimidating  They allow an
 They make up the
 They want and organization to see
majority of
need to be and ‘repair’ problems
unhappy customers
noticed
or guests

12. LAST Approach to handling
complaints
Listen Attentively
L
Apologize & Empathize
A
Solve the issue on hand
S (Solution provided)
Thank the Guest
T

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

14. Taking responsibility

15. Dealing with complaints
Take
ownership
Offer
Respond without
Stay positive personalised Follow up
quickly blaming
service
others or the
organisation

16. Managing Effective Communication
Clear
and calm
voice
Speak
normally
Managing
Effective
Communication
•Eye contact
•Calm facial expressions
Body
•Calm, friendly gestures
language
•Professional posture
•Concerned and interested
Involve
the guest

17. Behaviors to Avoid
• Confrontational • Forceful hand • Entering
situations gestures guest’s
personal space
• Defensive body • Raising your • Bad language
language voice

18. Solving complaints
Win - Win
our guests are happy and so is
the Management….. 

19. Dealing with Specific Complaints
Product & Team
Environment Written
Service members
Do not get upset
If quality is below Find a solution Do not blame the
that the guest did
standard, then that is acceptable associate in front
not speak to you
rectify for our guest of the guest
directly
Talk to associate
If standard is If no
or concerning Investigate the
met, explain and solution, explain
manager in reasons
offer alternatives and apologize
private
Cooperate in
finding a solution

20. Efficient Work Practice
Immediate Identify the Document it
action cause
Follow up

21. Always Remember…
If we don’t take care of our
customers someone else will.

22. QUESTIONS?