Page 57 - Orientation
P. 57
Customer Complaints & Resolution
Take action
➢ The very next sentence out of your mouth should be what you’re going to do about
the guests’ complaint. The guest deserves to know what is going to happen next
and what they can expect.
➢ Don’t promise what you can’t provide – if you’re not sure then don’t offer it
➢ The foundation to most guest complaints is the disconnect from what was
expected and what actually happened.
➢ This is your chance to re-establish an expectation and deliver on it.
➢ Thank the Guest!
***Inviting the guest back on another occasion can be a chance for redemption.***
If they leave unhappy there is a good chance they will never be back.
