DEALING WITH CUSTOMER COMPLAINTS

A. Six Steps to Dealing with Customer Complaints

1. Listen carefully to what the customer has to say, and let them finish. Don't get defensive.
The customer is not attacking you personally; he or she has a problem and is upset.
Repeat back what you are hearing to show that you have listened.
2. Ask questions in a caring and concerned manner.
The more information you can get from the customer, the better you will understand his
or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
3. Put yourself in their shoes.
As a business owner, your goal is to solve the problem, not argue. The customer needs to
feel like you’re on his or her side and that you empathize with the situation.
4. Apologize without blAgungg.
When a customer senses that you are sincerely sorry, it usually diffuses the situation.
Don't blame another person or department. Just say, "I'm sorry about that.”
5. Ask the customer, "What would be an acceptable solution to you?"
Whether or not the customer knows what a good solution would be, I’ve found it’s best to
propose one or more solutions to alleviate his or her pain. Become a partner with the
customer in solving the problem.
6. Solve the problem, or find someone who can solve it— quickly!
Research indicates that customers prefer the person they are speaking with to instantly
solve their problem !

B. Dialogue Complaint By Phone Calls

Customer - Good morning!
Manager - Good morning. Can I help you?
Customer - Yes. I want to complain because my room is too noisy. The people in the
next roomhave loud parties every night and I have not been able to sleep
very well. Also, the hotel bed is veryuncomfortable.
Manager - I` so sorry, but this week there is a tennis tournament going on in town
and the hotel isfull of younger people, who are unfortunately quite noisy.
Customer - I understand, but it is very uncomfortable. If you don´t take action, I will
move toanother hotel.
Manager - Don´t worry. This situation will be solved.
Costumer - Ok. I hope so.
Manager - Since you´ve been so inconvenienced by this incident, I´d be glad to
offer you a freeroom for your next visit at our hotel. In fact, I´ll give you a
voucher right now. You can use it anytime you wish.
Customer - Oh, that´s just great! I am so glad that we could work this out. I do want
to keep comingback here
 C. Dialogue Complaint By Face to Face Contact

Waiter (Alfat):
'Good evening Madam, how can I help you?'
Customer 1 (Agung):
'Good evening. We have a reservation for 9pm in the name of Agung.'
Waiter (Alfat):
'A table for two, isn't it? I'm afraid that the table isn't available yet. If you'd like to wait at the bar,
we'll call you over when it's ready.'
30 minutes later
Customer 1 (Agung):
'Excuse me, we've been waiting for 30 minutes for our table. Will it be much longer?'
Waiter (Alfat):
'Sorry about the delay, we're very busy tonight. I'll just go and check.'
2 minutes later

Waiter (Alfat):
'Your table is ready now. If you would like to come with me, I will show you to your table.'
5 minutes later when the customers are seated at their table

Customer 2 (Agungs wife):

'My god, the people at the table next to ours are shouting. I can't hear myself think!'
Customer 1 (Agung):
'They are talking very loud. I'll take care of it. I will speak to the Waiter (Alfat) and see if we
can move tables. Excuse me, would it be possible to change tables?'
Waiter (Alfat):
'Is there a problem with the table madam?'
Customer 1 (Agung):
'Not with the table, but the table next to us are speaking very loudly.'
Waiter (Alfat):
'I will ask them to quieten down, so you can enjoy your meal without the shouting.'
20 minutes later, the Waiter (Alfat) is serving them their first course/starter