The hospitality industry comprising accommodation services, restaurants, and travel and tourism revolves around the customers. As customers form the core of this industry, it’s important to take measures to ensure customer satisfaction. However, all people are unique and hence have unique needs and expectations. It’s almost impossible to completely eliminate negative feedback as despite your best efforts as hotel managers, you are bound to encounter unhappy customers. Yet, even one negative feedback is crucial for your hotel as it only takes one dissatisfied customer to prevent more prospective customers from coming in.
If you wish to pursue a hotel management course or are already pursuing one, you would face many unhappy customers. Your ability as a hotel manager is greatly determined by how you deal with the customers’ complaints. Whether or not the customer is right, it is your prime responsibility to pacify him/her and then taking appropriate action without delay. The following tips can help you better in resolving customer complaints and hence help you in your career advancement:
1.Lend an ear
Unhappy customers want to be heard and when you are genuinely willing to listen carefully to their complaints without interrupting them, it makes a great difference. Rather than formulating a strategy in your mind to deal with them while pretending to hear them out, give them your complete attention.
2.Be grateful
A problem can only be resolved once it’s identified. Many customers may bring to your notice problems that you didn’t know existed. In such cases, thank the customer while seriously pondering upon the situation.
3.Apologize
Excuses and justifications will never help your case; rather they tend to infuriate the customer even further. Instead of justifying a particular situation, it’s always better to sincerely apologize to the customer.
4.Find a solution
Every problem has a solution. You may be surprised if you’d just ask the customers for the solution they are seeking. Your genuine concern and sincere apology will definitely help you both come to a mutual understanding.
5.Prompt action
The mutual agreement would amount to nothing if you fail to take prompt action as decided. The ability to take prompt action is one of the key factors to help you progress in your hotel management college.
6.Follow up
It’s important that you follow up on your customer later to ensure he/she is satisfied. Gaining trust is crucial as a hotel manager and by following up, you work to strengthen those bonds of trust.
Also, strive to get admission in one of the top 10 hotel management colleges in India to pursue your hotel management course from. Best of luck!
1.Lend an ear
Unhappy customers want to be heard and when you are genuinely willing to listen carefully to their complaints without interrupting them, it makes a great difference. Rather than formulating a strategy in your mind to deal with them while pretending to hear them out, give them your complete attention.
2.Be grateful
A problem can only be resolved once it’s identified. Many customers may bring to your notice problems that you didn’t know existed. In such cases, thank the customer while seriously pondering upon the situation.
3.Apologize
Excuses and justifications will never help your case; rather they tend to infuriate the customer even further. Instead of justifying a particular situation, it’s always better to sincerely apologize to the customer.
4.Find a solution
Every problem has a solution. You may be surprised if you’d just ask the customers for the solution they are seeking. Your genuine concern and sincere apology will definitely help you both come to a mutual understanding.
5.Prompt action
The mutual agreement would amount to nothing if you fail to take prompt action as decided. The ability to take prompt action is one of the key factors to help you progress in your hotel management college.
6.Follow up
It’s important that you follow up on your customer later to ensure he/she is satisfied. Gaining trust is crucial as a hotel manager and by following up, you work to strengthen those bonds of trust.
Also, strive to get admission in one of the top 10 hotel management colleges in India to pursue your hotel management course from. Best of luck!