Listen: When handling a guest complaint the first thing to do is to listen to the guest. Listen attentively to the guest with concern and empathy and understand what exactly wrong to the guest is and try to figure out why he is upset. Do not interrupt; listen to what they want from you to resolve the issue.
Understand: Understand the guest’s complaint. So before we attempt to explain anything, challenge their complaint or offer a resolution to the situation, try and see from the guest point of view.
Empathize: Complaint has to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction as the outcome. If we look at the situation or problem from the guest’s perspective, we will be able to better understand their frustration or anger. Empathizing with the guest is a good way to handle guest complaints as it shows them that you understand what they are going through.
