Page 30 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

Dealing With Difficult Customers

At some point in time in your career in a hotel you will
have to deal with customers. It is inevitable that there
will be times when you find a
customer's behavior difficult to deal with and this can
cause stress for both you and the customer. Knowing
how to deal with such interactions is an essential skill
of working with the public.

It is virtually impossible to control a customer's
behavior directly, but by a few simple ways in which
you can learn how to manage your own behavior. You
can develop ways to communicate effectively and the
interaction can become a better experience for both
you and the customer. To make interactions
successful then you need to be able to manage your
side of the conversation. This allows the customer the
opportunity to resolve their issues and for both of you
to be able to leave the interaction in a positive frame of
mind. If a customer leaves you in a state of distress,
then they are more likely to complain to someone else
and if you leave a conversation with negative feelings
then you are less likely to be able to deal with the next
customer in a respectful, positive manner.

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