5 Step Process for Handling Complaints
Summary
TLDREste vídeo ofrece una visión detallada sobre cómo manejar quejas de clientes en la industria de la hospitalidad. Se presenta un proceso de cinco pasos para abordar las quejas de manera efectiva, enfatizando la importancia de la preparación del personal, la escucha activa, el reconocimiento del problema, la obtención de información precisa y la oferta de soluciones. Además, se subraya la necesidad de transformar situaciones negativas en oportunidades para ganar lealtad de los clientes y mejorar la experiencia de servicio.
Takeaways
- 😀 Recibir quejas de los huéspedes es inevitable en la industria de la hospitalidad.
- 👥 Es crucial tener un personal bien capacitado para abordar las quejas de manera rápida y profesional.
- 🤔 Las quejas suelen surgir cuando los servicios no cumplen con las expectativas de los huéspedes.
- 🙏 Es importante escuchar atentamente a los huéspedes para comprender sus problemas y sentirse escuchados.
- 🌟 Reconocer y aceptar los errores puede ayudar a calmar a los huéspedes y a encontrar soluciones.
- 📝 Obtener los hechos correctos es fundamental para entender la situación y ofrecer soluciones adecuadas.
- 🔍 No negar o encubrir el problema, sino aceptar la situación y trabajar en una solución.
- 🛠 Ofrecer soluciones concretas y no promesas que no se pueden cumplir, centrándose en lo que se puede hacer.
- 🔄 Realizar un seguimiento con el huésped para asegurarse de que esté satisfecho con la solución ofrecida.
- 💡 Para mejorar la experiencia de los huéspedes, puede ser útil ofrecer algo extra como un descuento o un obsequio.
Q & A
¿Qué tipo de videos produce el canal de donde proviene este guion?
-El canal produce videos sobre carreras en la hostelería.
¿Por qué es importante manejar las quejas de los huéspedes de manera adecuada?
-Manejar las quejas adecuadamente puede convertir situaciones de crisis y estrés en oportunidades para restaurar la confianza del cliente y ganar lealtad.
¿Cuál es el primer paso para manejar quejas de huéspedes según el video?
-El primer paso es reconocer que, independientemente del esfuerzo para hacer felices a los huéspedes, es probable que recibas una queja.
¿Por qué es fundamental tener personal capacitado para manejar quejas de huéspedes?
-Tener personal capacitado ayuda a abordar las situaciones de manera rápida y profesional, lo que puede mejorar la experiencia de los huéspedes y generar retroalimentación positiva.
¿Cuál es la razón general detrás de que un huésped realice una queja?
-Un huésped suele hacer una queja cuando el servicio recibido no cumple con sus expectativas, lo que puede llevar a decepción y frustración durante su estancia.
¿Qué sugiere el video que deba hacerse para evitar quejas en el futuro?
-Se sugiere que se revise el proceso de la empresa para ver qué se puede hacer de manera diferente o mejor para evitar quejas sobre el mismo problema en el futuro.
¿Cómo se debe comportar el personal cuando se enfrentan a una queja de huéspedes?
-El personal debe permanecer calmado, no argumentar y mostrar madurez y profesionalismo.
¿Por qué es importante escuchar atentamente a los huéspedes cuando están enfadados?
-Cuando las personas están enfadadas, necesitan sentirse escuchadas. Escucharles y comprender su problema es fundamental antes de buscar una solución.
¿Qué se debe hacer después de que el huésped haya terminado de explicar su problema?
-Una vez que el huésped ha terminado de explicar y se siente comprendido, es el momento de calmarse y proceder a buscar una solución.
¿Cómo se debe ofrecer una solución a un problema de queja de huéspedes?
-Se debe ofrecer una solución que no incluya promesas que no se puedan cumplir y siempre se debe centrar en lo que se puede hacer en lugar de lo que no se puede.
¿Por qué es importante seguir up con los huéspedes después de ofrecer una solución?
-Seguir up con los huéspedes asegura que estén satisfechos con la solución ofrecida y demuestra que les importamos, lo que puede hacer que se sientan apreciados y especiales.
Outlines
😀 Manejo de quejas de huéspedes
Este vídeo trata sobre cómo manejar las quejas de los huéspedes en la industria de la hospitalidad. Se enfatiza la importancia de transformar situaciones estresantes y de crisis en oportunidades para ganar la confianza y lealtad del cliente. Se presenta un proceso de cinco pasos para manejar quejas, y se subraya la necesidad de tener un personal bien entrenado para abordar estas situaciones de manera rápida y profesional. Además, se explica que las quejas suelen surgir cuando los servicios no cumplen con las expectativas de los huéspedes, y que entender y resolver estas quejas adecuadamente puede mejorar la experiencia de los huéspedes y generar retroalimentación positiva.
👂 Escuchar activamente y ofrecer soluciones
El segundo párrafo profundiza en la estrategia para manejar quejas, destacando la importancia de escuchar activamente a los huéspedes, reconocer el problema, obtener los hechos correctos y ofrecer soluciones. Se enfatiza la necesidad de calmarse y no argumentar, escuchar sin interrupciones, reconocer y disculparse por los errores, y buscar la verdad antes de ofrecer una solución. También se menciona la importancia de ofrecer soluciones realistas y mantener al huésped informado sobre las acciones que se tomarán para resolver el problema. Finalmente, se sugiere ir un paso más allá al ofrecer algo extra para que el huésped se sienta apreciado y especial.
Mindmap
Keywords
💡Hospitalidad
💡Quejas de huéspedes
💡Proceso de cinco pasos
💡Personal capacitado
💡Expectativas del huésped
💡Solución de problemas
💡Composición
💡Escuchar activamente
💡Reconocimiento del problema
💡Ofrecer una solución
Highlights
Handling guest complaints is crucial for restoring customer confidence and gaining loyalty.
A well-trained staff is fundamental for addressing complaints promptly and professionally.
Guest complaints often arise when service does not meet their expectations.
Complaints can indicate a disconnect between guest expectations and service delivery.
Adequate staff training can prevent complaints from escalating and ensure successful management.
Staying calm is essential when handling complaints to maintain professionalism.
Listening to guests is crucial to understand their problems and calm them down.
Acknowledging the problem and apologizing promptly can help in resolving the issue.
Getting the facts right is important before offering a solution to a complaint.
Offering a solution involves taking responsibility and focusing on what can be done.
Follow up with the guest to ensure satisfaction with the offered solution.
Going the extra mile by offering something extra can make the guest feel appreciated.
Continual learning and updating are key to success in the hospitality industry.
Efficient online training can prepare staff for excellence in customer service.
Prompt resolution of complaints can prevent negative feedback and maintain guest loyalty.
Complaints are a valid opportunity to review and improve service processes.
Understanding the root cause of complaints helps in avoiding future issues.
Transcripts
hello and welcome back to our channel
we are glad to have you with us today
for another interesting video about
careers in hospitality
today let's talk about handling guest
complaints
handling complaints and dealing with
unsatisfied guests can be an unpleasant
situation and take an emotional toll on
everyone involved however learning how
to handle guest complaints in an
adequate way
can turn these moments of crisis and
stress into a great opportunity to
restore customer confidence and gain
customer loyalty
let's take a look into this five-step
process for handling complaints
but first if you're enjoying this video
click on the subscribe button and
activate the notification to receive
more of our videos
so first things first
in order to begin handling guest
complaints the right way we must
acknowledge that no matter how hard you
work to make your guests happy at some
point you are bound to receive a
complaint
any industry that offers any kind of
service is going to have to deal with
this kind of situation at some point
so the more you and your staff are
prepared to handle complaints the more
chance you have of turning this negative
situation into a very positive outcome
for all involved
in order to begin handling complaints
gracefully and navigating through the
situations in a positive way it's
fundamental to have a well-trained staff
to be able to address these situations
promptly and in a calm professional
manner this may actually improve your
guest experience and improve their view
of your hotel and generate positive
feedback which is amazing for
maintaining your guests loyalty and
gaining new customers
so let's understand why a guest makes a
complaint
usually a complaint is made when a
service provided do not meet the guest's
expectations which can lead to
disappointment and frustration during
their stay
if you don't make an effort to solve the
situation promptly the customer may not
return and also end up giving negative
feedback about your establishment
dissuading other potential customers
from using your service
complaints are often a sign that there
is a disconnect between what a guest
expected and what was delivered
sometimes this is caused by a customer's
unreasonable expectations or incorrect
assumptions
other times it may be caused by
something your establishment is doing
wrong like a marketing strategy leading
them to believe something incorrect
about the service that is offered
either way it should be seen as a valid
opportunity to take a look at your
process and see what can be done
differently or better in order to avoid
complaints regarding the same problem in
the future
one of the most efficient ways to solve
these situations is to adequately train
your staff
this way avoiding the situation to blow
out of proportion with an inadequate
response or reaction from your employees
and guaranteeing success in managing
these situations
we have left a link in the description
for you to access efficient quick online
training that will prepare you and your
staff for excellency in customer service
reducing problems when handling guest
complaints
we hope these five strategies will help
you approach handling guest complaints
in a more positive manner and help you
turn the situation around into a
positive and beneficial experience for
you and your guests
but before we continue if you're
enjoying this video click on the like
button to help us bring you more content
filled videos about hospitality
number one
stay calm
it can be easy to feel frustrated or
irritated when it seems someone is
attacking you personally
but always remember it's not personal
they are not attacking you specifically
you are just the representative of the
company
so in this situation you are simply the
target of their disappointment
nothing will be resolved by trying to
argue back and prove a point
this will only make you lose your guest
and make things worse
by staying in control of your emotions
you show maturity and professionalism
always remember you are a representative
of the hotel
keeping your composure and not being
drawn into an argument will often calm
tensions and permit you the clarity to
begin to resolve the issue at hand the
best way possible number two
listen to your guest when people are
upset they need to feel heard
let go of the temptation to respond in a
quick manner
take the time to listen and truly
understand what is the problem
providing they are not being aggressive
or having threatening language or
behavior let them blow off some steam
use phrases such as i see
yes i understand
just show you are actively listening
let them finish without interruption
once they have finished explaining the
situation and feel understood
they will begin to calm down
this needs to happen before you can move
on to seeking a solution
number three
acknowledge the problem
if a mistake has been made admit it and
apologize promptly
trying to appear perfect will not
benefit your establishment or help you
find a solution to make the customer
feel better
in reality people are much more
forgiving when mistakes are accepted
acknowledge the situation even if you
believe a mistake has not been made show
understanding that it was not a pleasant
experience for the guest
this shows your respect and value for
your customer and their opinion
the first step is to recognize that a
mistake has been made
it doesn't matter how big or small or
who was to blame
you just need to be aware that something
has gone wrong
to then be able to fix it without
understanding this it's much more
difficult to correct the situation
number four
get the facts right
never tell the customer they are wrong
to make a complaint
it is never nice to be told you made a
mistake
and it's even harder admitting to it
but you have to acknowledge to the
customer that something has gone wrong
if he is upset
this can help them calm down by at least
letting them know that you understand
the problem from their point of view and
are willing to find a way to fix it
trying to deny or hide the problem or
passing on the blame is only going to
make it seem like you're trying to cover
yourself which will only make the
situation worse
once he has calmed down
try to gather as much information as you
can so you can have a clear idea of what
has happened and have a better idea of
how to fix it
number five offer a solution once you
have all the facts you can now consider
a solution
but remember
never offer promises you can't keep
this will only make the situation worse
be clear that you are taking
responsibility for the situation and
want to solve it the best way possible
when offering a solution to the problem
always focus on what you can do as
opposed to what you cannot
there is always a solution
it may not be exactly what they are
asking for but if you focus on what you
can versus denying them their requested
remedy
you have still offered a solution
and often merely having another option
is sufficient to remedy the situation
make sure to do your best to solve this
situation promptly
let the customer know what you're going
to do to fix the issue
and by when he can expect it to be done
if it is as simple as a refund it can be
done right away but some things take
more time in this case offering to keep
the customer informed so they know it is
important to you once you have finalized
these steps don't forget to follow up
with a guest to make sure they are
satisfied with the solution offered
apologizing and doing your best to fix a
situation is the bare minimum that they
expect from you but if you want to go an
extra mile make sure your customer
leaves feeling appreciated and special
rather than merely a piece of feedback
or statistic
in the end of your year report go ahead
and offer them something extra perhaps a
discount on their next day or a free
fruit basket or offering a special
amenity can help them feel happier and
genuinely valued for more tips and
hospitality go to the link in our
description
we hope you enjoyed this video we here
at magnifying school are wishing you all
the best remember information is never
too much keep studying and keep updated
this is the key to success
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