Presentasi Handling Complaint

L = Listen
E = Emphatize
A = Apologize
R = React
N = Now

Basic Concepts

Listen

Listen carefully to your guest. Don't interrupt or tell the customer to calm down, this will only ignite the anger.

Emphatize

Feel the pain of the guest, and tell her that you can understand how they feel.

Apologize

Apologize to the guest, even if you feel that you have no part in the problem. Do not blame the guest, but there is no need to take the blame yourself!

React

Decide what you will do to resolve the problem, and tell this to the guest.

Now

Do not delay. Take immediate action! The longer you wait, the harder it is to produce outstanding customer service. 

1. I understand what you feel

2. Thank you, sir/madam for letting us know this problem. I will…

3. I’m terribly sorry for the inconvenience.

4. We do apologize for this inconvenience.

5. How many pieces?

1. Good Afternoon. May I help you?

2. May I know your room number?                        

3. Could I have your name?

4. Excuse me, ….

5.   I beg your pardon, …

1. And I’ll check on it for you.

2. I’m sure we will find it soon

3. Would you like to come here, please.

4. I will call the manager. Please wait a momen

5. Would you like to speak to our manager?

1. OK – can you describe your luggage/purse/bag?

2. Please fill out this form with...

3.   OK. Just a moment.

4. Alright, wait a moment please.

5. Would you like to wait a moment.