Page 12 - Supervisor Orientation Handbook version 2

SECTION THREE: COMMUNICATIONS

CUSTOMER COMPLAINTS

Customer complaints should be addressed immediately. If you are summoned to deal with a complaint,
drop what you are doing and go immediately. Do not make a Guest with a complaint wait – this tends to
make matters worse. Remember, your goal is to de-escalate the situation first.
Each Supervisor should handle only the complaints for his/her area (unless instructed otherwise).
The individual are Supervisor (or Manager) is the most qualified person to address problems within a

designated area. Additionally, it is imperative that the area Supervisor deal with the problems that exist
in his/her area or with their staff in order to correct them.
If a Guest asks to speak to a Manager, you should notify the Manager on duty immediately. We ask
that you not represent yourself as the Manager. If a Guest asks to “speak to someone higher up than
you”, please afford him/her that opportunity.

WHEN DEALING WITH CUSTOMER COMPLAINTS

Our primary goals when dealing with customer complaints are:
 To de-escalate the situation.
 To solve the Guest’s problem,
 To rebuild the reputation of the Company.
As unpleasant as complaining Guests may be, we depend on their input to improve our individual

departments, as well as, the overall business.

Introduce yourself – State your name and your position while shaking the Guest’s hand. Ask the Guest
how you may help them.

Watch your body language – Avoid placing your hands on your hips or crossing your arms. These
gestures are perceived as defensive postures and may convey a negative attitude. Try standing with your
hands held behind your back or hold something (such as your radio) in your hands while dealing with a
Guest. It is also important to provide ample space between yourself and the Guest. If a Guest feels that

you are in their space or that you are up in their face, they will become defensive, and the situation will
escalate. By the same token, if an irate Guest steps into your personal space, you may become defensive.
Should this situation occur, step back away from the Guest, keeping them at a comfortable distance.

Listen to the Guest – Experts say that 75% of effective communication is listening. A Guest with a
complaint may be angry or irrational, but it is imperative that you hear them out. Allow the Guest to

explain their problem without interruption. Once you have heard what the Guest has to say, repeat back
to them your understanding of the problem.

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