The Krystal Resorts complaints prevention team is well aware that the staff of a business will need to properly respond to a variety of situations. At times, multiple issues have to be handled within a concentrated period of time. One of the most difficult issues to handle is a guest who is upset about something and issues a complaint. Fortunately, staff who are well trained should be able to handle and resolve many complaints that might be issued at a given time. There are many useful tips when going about the process of providing a remedy for a guest complaint.
- Krystal Resorts complaints prevention team believes a staff member’s tone is extremely important when handling guest complaints. This can help produce calmness by not escalating the situation. The sooner a guest is calm enough to explain the reason for a complaint, the better.
- Bringing the guest to a private area is desirable to avoid other guests from having to hear any complaints. This is especially important if a guest is carrying on in a loud voice.
- It is important to come up with a resolution to the complaint. If somebody higher up is needed to come up with an effective solution, this can serve as the start to a resolution. A staff member should never say that there is nothing that can be done.
- Communicating clearly with a guest about what is going to be done to resolve a complaint is very important. When everything is explained in detail, guests will know that a serious effort is being made to handle a complaint and this can make all the difference for the future of a business.