Four steps to effectively deal with guest complaints

While we never want our customers to experience a service failure, let’s face it – we don’t live in a perfect world. Things happen. Items out of our control can occur and negatively impact our customer’s experience.  We certainly cannot control everything that happens during our customer’s service delivery experience, but we CAN control how we respond to any failures or shortcomings that happen.

Recovery – or how we respond to customer complaints – is often the key to keeping or losing a customer for life. Successful service recover follows 4 simple steps.

The A,B,C,Ds of Service Recovery.
A – Apologize early and often.
B – Be present.
C – Close the loop.
D – Do more than is expected.

Read more

By: Jim Hartigan (A 30-year hospitality industry veteran)

The above is an extract of the original article available at: ehotelier


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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