Page 18 - Congressional University

turning complaints
into compliments
The art of immediate service recovery
We would be naïve to think we are perfect; and neither are our members and guests. People make mistakes. The issue is not that mistakes happen, but what we do to recover from them to ensure they happen less in the future. Congressional Country Club will make it a priority to recover from member and guest related service issues.
Facts about service recovery:
• Only 4% of members who have a service problem actually complain about it. Chances are, if you get a complaint, it could be a much larger problem than you think.
• 80% of members spread the word if a complaint has been handled poorly.
• Only 33% of front-line team members are actually trained to deal with an upset member.
THE SEVEN STEPS TO SERVICE RECOVERY
1) TREAT ALL COMPLAINTS AS GIFTS
A complaint means the member cares. They have given us something valuable and useful; something that can help make Congressional stronger.
2) BE AN ACTIVE LISTENER
Stop what you are doing and make eye contact.
3) OFFER A SINCERE APOLOGY
Thank the member for the complaint. Say, “I’m sorry you feel this way.” This statement does not admit guilt.
4) OWN THE COMPLAINT
Whoever takes the complaint owns the complaint from start to nish. Do not place blame on another team member or department.
5) FIX THE PROBLEM AND OFFER ATONEMENT IF NECESSARY
Restate the problem to the member, “Just so I’m clear on the issue so I can assist in a solution...” You are empowered to do whatever it takes to make the situation better. Sometimes this means providing a value added gesture in a manner appro- priate to the problem. Try this statement, “I want to make this up to you...”
6) REPORT THE COMPLAINT
Contact your manager on duty and ll them in on the situation and how you are going to handle it moving forward.
7) FOLLOW UP
A phone call or email to the member or guest within 24 hours is appropriate.