On occasion you will encounter a guest who might be angered, upset about a service or our product.
Below are helpful reminders on how to keep such situations in perspective:
1) Body Language
- Be open to receive the guest’s comments
- Be confident and exude a positive attitude, show the guest you are there to assist in resolving the situation
- Maintain eye contact
- Do not turn your back or walk away from an angry/upset guest.
2) Listen, Listen, Listen
- More than ever you will want to implement intent, active listening skills
- Focus on the guest’s needs
- Note the guest’s comments.
- List down key subjects as the guest states their concern.
- Let them know you are writing down notes to assist with follow up, you do not want the guest to think you are working on another project and not listening.
- Do not interrupt the guest
- Do not make assumptions
3) When responding
- Always apologize
- Speak in a quiet manner in order to calm the guest down, you will want to focus on calming the guest down in order to avoid a negative atmosphere for other guests
- Show empathy – Acknowledge the situation and reassure the guest you are there to correct the situation
- Review – Paraphrase the information back to the guest as they stated.
- Explain to the guest the steps you will take to resolve the situation
- Do not shout back at the guests or use sarcasm
- Do not blame or talk negatively about another department or crewmember
- Do not dwell on the subject, repeating an unpleasant experience.
- Do not use negative phrases such as “We can’t”, “You’re wrong”, “We don’t”
- Do not make promises. Recognize that there are limitations and if you cannot keep a promise it could make a situation worse
- Do not pass the problem on. Take ownership and do not give the impression they being passed on.
4) Thank the Guest
- Even when they are upset and especially when they are angry. Express to them that their feedback is appreciated and required.
5) Close The Conversation
- Assure the guest you will look into the matter and get back to them as soon as possible. Apologize again and thank them for their time.
*If requested the guest should be given the opportunity at that time to speak with a supervisor or position of more experience.*
