Getting a guest complaint is always an opportunity to turn an unsatisfied customer into a loyal advocate of your business. Understanding the value of focusing on training your employees on how to handle guest complaints and effectively manage guest expectations to prevent complaints from occurring in the first place does not only boost a customer focused environment, it also fosters a winning culture.
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While we hopefully always have the best intentions in mind when dealing with an upset customer, the outcome may not always be positive. Better understanding the 7 deadly sins of complaint management will help us to be more conscious of the do’s and do not’s when facing an angry customer the next time. Continue reading The 7 Deadly Sins Of Complaint Management
