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*Resolve Guests' Concerns and Feedback (Steps to handle service…
*Resolve Guests' Concerns and Feedback
Types of service breakdown
Human
Technical
Others
Guest Responses
Take Public actions
Complain to CASE
Take no actions
Take private actions
Email to hotel
Service recovery
Procedural justice
Fair and convenient
Interactional justice
Outcome justice
Steps to handle service recovery
Remain calm
Do not take it personally
Practise active listening
Empathise with your guest
Find a solution
Follow up with guest
Understand an unhappy guest
The issue
Not to evaluate guest's anger, resolve
The Anger
The Resolution
Going forward
Ensure problem does not recur
To win back guest
Understand and identify with guest
Resolve asap
Follow up consistently
Offer special incentives
L.E.A.R.N
Listen
Empathise
Action
Resolve
NOW!
H.E.A.R
Hear
Empathise
Act
Resolve