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SayPro IMPROVING COMPLAINTS HANDLING PROCEDURE (SO 11, AC 1, AC 2, AC 3, AC 4, AC 5)
The following are ways that organisations can implement inorder to effectively handle complaints.
Step | Action |
1. | Never ignore a complaining Customer. Give him or her your undivided attention. |
2. | Listen carefully to the reason for the complaint. If you are not quite sure on the point he/she is making, ask him/her to clarify the complaint. |
3. | Put yourself in the Customer’s shoes, and use positive and friendly words and comments throughout the conversation. |
4. | Stay calm and if you feel irritated by the nature of the complaint, don’t’ show it. You won’t get very far if you start being aggressive. |
5. | Ask pertinent questions so that you remain in control of the situation and generate the information required to be of assistance. |
6. | Record all complaints, however trivial:
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7. | Apologise and show the Customer that you are taking immediate action. E.g. rectify the problem or take down all their details so that you can refer the problem to your manager. |
8. | Explain to the Customer how the problem started and that it was not done intentionally. Stick to the facts; don’t create false impressions or be dishonest. Don’t tell a Customer her room is being cleaned when you know that the cleaners are still on lunch. |
9. | When working on a complaint, keep the Customer informed. Inform the Customer if there are going to be any delays in solving the matter. |
10. | Follow the complaint through to its logical conclusion and make sure that the complainant is perfectly happy about everything before you close the matter. |
11. | Remember, a Customer’s complaint is always valid, no matter how outrageous it is. |
12. | Mistakes happen and complaints will occur. Don’t get depressed by them. Every complaint is an opportunity to demonstrate your commitment and professionalism to your Customers and that can lead to increased Customer loyalty. |
13. | Let the Customers know that, if they are unhappy about something, they will find it very easy to approach the hotel with their complaint, and that complaint will be attended to promptly.You could say something like: “We’re sorry for the inconvenience you have been caused” |
Tsakani Stella Rikhotso | Monitoring & Evaluation OfficerSayProWebsite: www.saypro.onlineCell: 27 (0) 713 221 522Email: tsakaniStudy and Qualifications www.saypro.onlineOur Company www.saypro.online |
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