Page 48 - Cowch eBook - Staff Manual 2019

Handling guest feedback

Cowch sincerely values feedback from our guests as it gives us the
opportunity to improve and develop. We apply the L.E.A.R.N technique
when dealing with complaints or dissatisfied customers. We show
genuine care and empathy. We aim to resolve all guest complaints in
the guest’s favour. All guest complaints are reported to the manager.

some facts

Handling guest complaints is an important part of keeping our
business healthy and profitable. If we want our guests to come back,
we must meet and exceed their expectations consistently. When that
doesn’t happen we end up with a complaint - if we are lucky.

• A typical business hears from only 4% of its dissatisfied customers.
The other 96% quietly go away and 91% of those will never return.
• A complaining customer is trying to help us understand where we
failed to satisfy his or her expectation. In the hospitality industry

when a customer leaves without expressing a complaint it is
referred to as the “silent customer’s revenge”. We will never know
why the customer was unsatisfied and therefore there is no way to
correct the problem.
• A recent customer service study revealed that 68% of dissatisfied
customers leave because of an attitude of indifference toward the
customer by the business.
• We should be thrilled

Your most unhappy and delighted when
a customer cares
customers enough about us, and

our business, to take
the time to complain.
The good news is that
are your 70% of complaining
customers will do
greatest business with us

again if we resolve
the complaint in their
favour.
source of
learning. Bill Gates • If we resolve it

instantly, 95% will
do business with us

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