COMPLAINTS HANDLING

Question 1

[DEFINITION] To say to someone that something is wr___ or not sa___

Answer 1

wrong and satisfactory

Question 2

Different terms for complaints: Reviews,fe__, constructive cri___, service failure

Answer 2

Feedbacks, Constructive criticism

Question 3

The source of a complaint: Guest ex ___ -> What happened -> Service fa___ -> Complaint

Answer 3

expectation, failure

Question 4

Customer complaints refer to when a business does not de___ on its com__ and does not meet customer expe__ in terms of the product or services.

Answer 4

deliver , commitment, expectations

Question 5

For greater success, businesses need more sat___ clients.

Answer 5

satisfied

Question 6

The best way to obtain new clients and maintain the existing ones is by providing them with sat___ se___

Answer 6

Satisfactory service

Question 7

A customer complaint emphasized a problem that might be related to what?

Answer 7

To an organization’s product, employees or internal processes

Question 8

Hearing these problems directly from customers, an organization can in___ and im____ to avoid additional complaints in the future.

Answer 8

investigate and improve

Question 9

A negative hotel customer experience has the potential to affect a pr___ suc____ in a variety of ways

Answer 9

property’s success

Question 10

It is important to take care of guest complaints because ( 3): po___ talk, positive customer exp____, might come back

Answer 10

positive, experience

Question 11

A hotel guest with a complaint can leave a la___ ma___

Answer 11

lasting mark

Question 12

Successful hoteliers and hospitality professionals understand how an unr_____ guest issue can affect a hotel’s per___ and they place significant value on handling guest complaints smoothly.

Answer 12

unresolved, performance

Question 13

4 Types of complaints are:

Answer 13

Mechanical ,attitudinal, service related, unsual

Question 14

What is a mechanical complaint?

Answer 14

Equipment problems

Question 15

What is an attitudinal complaint?

Answer 15

Guest who feel poorly treated by the staff or overheard some staff conversation

Question 16

What is a unusual complaint?

Answer 16

Hotels do not usually have much control over these complaints: weather-related, noise outside, no pool, lack of public transportation

Question 17

How many types of complainers are existing?

Answer 17

7

Question 18

Listing 7 types of complainers?

Answer 18

Silent, social, empathetic, assertive, aggressive, professional, compensatory

Question 19

[SILENT COMPLAINER] They do not complain at _____ and will never return and will not tell anyone, they usually provides ne______ feedback through comment ca____

Answer 19

at the hotel, negative, cards

Question 20

[SILENT COMPLAINER] Is there is a problem in the ro___, they will not tell you and the problem will keep on going until another guest will mention it

Answer 20

the room

Question 21

[SILENT COMPLAINER] How to deal with those guests:

Answer 21

tricky

Question 22

[SOCIAL COMPLAINER] these complainers will tell anyone who will li____ about the issue, but rarely complain to that ho__

Answer 22

listen, that hotel

Question 23

[SOCIAL COMPLAINER] What will they use?

Answer 23

Social networks and media or online review

Question 24

[SOCIAL COMPLAINER] How to deal with those guests:
1. Must be dealt c___y
2. Making an in____te comment is likely to result in further complaint

Answer 24

1. carefully
2. Inappropriate

Question 25

[ASSERTIVE COMPLAINER] These guests are fi__ in their delivery of the complaint and have a preconceived id___ on how it should be answered

Answer 25

firm, idea

Question 26

[ASSERTIVE COMPLAINER] They are unw___ to negotiate, can easily transform into a professional, compensatory or aggr___ complainer, if their demand is not met.

Answer 26

unwilling, aggressive

Question 27

[ASSERTIVE COMPLAINER] How to deal with these guests: Be a____ve as well, start by clearly stating your stance and what you ca__ d__. If you can not satisfy their request offer al____ve and explain the reasons why.

Answer 27

assertive, can do, alternative

Question 28

[AGGRESSIVE COMPLAINER] These are very da____ complainers because they become em_____y charged by the scenario leading to irrational behavior and aggressive (_____ and physically) to the staff

Answer 28

dangerous, emotionally, verbal

Question 29

[AGGRESSIVE COMPLAINER] How to deal with these guests: 1. Stay c____, confident, firm and attentive 2. Explain your stance and offer imm__e remedy to the situation. 3. Do not he___e to let them know that agg____ve behavior is not tolerated toward staff 4. Direct the guest away from ___ area

Answer 29

1. calm 2. immediate 3. Hesitate, Aggressive 4. public

Question 30

[ PROFESSIONAL COMPLAINER] These are very da____ but will not display physical or vo_____ aggression, they will be prepared for all arg____ or objection one may have. They are well inf_____ and have done re___ before coming to you

Answer 30

Dangerous, vocal, arguments, informed, research

Question 31

[ PROFESSIONAL COMPLAINER] How to deal with these guests: 1. Very ha___ to handle as they will leave little room to manoeuver. 2.Most important things to do with these guests is to be h__ and factual 3. What happened, what will be done, address every cause for the c_____ in your response 4. Do not leave anything unr_______ to even mi___ elements

Answer 31

1. hard 2. honest 3. complaint 4. unresponsed, minor

Question 32

[COMPENSATORY COMPLAINER] These guests are in it to "__" it. They complain to get something out of it: a r___d, a free future stay or an up____

Answer 32

"win", refund, upgrade

Question 33

[COMPENSATORY COMPLAINER] Will also show signs of other type of ______

Answer 33

complainers

Question 34

[COMPENSATORY COMPLAINER] How to deal with these guests: 1. Di_____ to deal with as they may have a pre_____ idea of what they want as compensation 2. You will spend a lot of time trying to convince them to accept a different re___on

Answer 34

1. Difficult , preconceive 2. resolution

Question 35

[COMPENSATORY COMPLAINER] This guest is more willing to negotiate than an ass____e complainer

Answer 35

assertive complainer

Question 36

Service failure consequences: 1. Complains: ___% to ___% unsatisfied guest complains 2. Never ___ 3. Bad mouth the organization

Answer 36

1. 5%-10% 2. return

Question 37

HOW TO RESPOND TO IN-PERSON COMPLAINTS: how many step?

Answer 37

5

Question 38

First step to respond to in-person complaints:

Answer 38

Stay calm and listen

Question 39

The second step to respond to in-person complaints:

Answer 39

Identify the type of guest to whom you are speaking

Question 40

The third step to respond to in-person complaints:

Answer 40

Find the real source of the complaint

Question 41

The fourth step to respond to in-person complaints:

Answer 41

Find and offer a solution

Question 42

The fifth step to respond to in-person complaints:

Answer 42

Follow up to confirm that the problem was resolved

Question 43

[SERVICE RECOVERY] Is all about righting your ____

Answer 43

wrongs

Question 44

[SERVICE RECOVERY] It's the process of re_____ from a poor customer service experience and re___g customer loyalty

Answer 44

recovering, regaining

Question 45

[SERVICE RECOVERY] The key is to re____ as fast as possible and rectify your errors when you spot them

Answer 45

react

Question 46

[SERVICE RECOVERY] Successful service recovery should re___ the customer's awareness.

Answer 46

restore

Question 47

[THE SERVICE RECOVERY PARADOX] is when a customer thinks more h____ of your business once the pr___ has been rectified. And it is a situation that u can use to your advantage,

Answer 47

highly, problem

Question 48

[THE SERVICE RECOVERY PARADOX] This theory means that even when a customer experiences service _____ if you recover the situation well enough, customers will be more l___ than they ever were before

Answer 48

failure ,loyal

Question 49

[HOW TO HANDLE COMPLAINTS] 10 tips 1. Respond to all complaints as q___ as possible 2. Create a l____k to track guest complaints 3. Pre-tackle neg___ 4. Explain why you chose the so__n that u did 5. Pr____e handling guest complaints with the hotel staff 6. Be pr____ed to overcome guest objections 7. Thank the guest 8. Strike a balance between the g___ and b___ 9. Always follow up, even if vi____y 10. Never take guest complaints pe____y

Answer 49

1. quickly 2. logbook 3. negativity 4. solution 5. practice 6. prepared 8. good and the bad 9. virtually 10. personally

Question 50

How to inform a service failure: (4 ways)

Answer 50

1. Person to person 2. Comment cards 3. Surveys/ questionnaires 4. Online comments

Question 51

[Comment cards] 1. Don't fix the pr____ for this customer 2. Often out of s___ 3. More steps less sub____ 4. Not allowing for ano____ 5. anonymous = can't contact the guest

Answer 51

1. problem 2. sight 3. submissions 4. anonymous