Handling complaints

iDevice ikoon How to get on

Here you are going to learn how to deal with the complaints of the clients.

  • At first read the introduction and find out how you can help the problematic clients.
  • Then go through the steps how to solve a problem.
  • Watch the slide show about the rules for dealing with complaints and discuss the real situations with your classmates.
  • Get to know how to write a complaint letter and how to solve difficult situations politely.
  • Watch the videos about complaining clients at the hotel and pay attention to the language.
  • Do the practice exercises and learn the expressions how to solve the problematic situations.
  • After that enjoy a video of a famous British movie Fawlty Towers and find out why the British think that the hotels are better without clients. Have fun!

Remember that a visitor may not know how things work at your country. As a local person you can help with problems – or you may know someone else who can help.

Some complaints may be unreasonable or unjustified. But it’s usually best to apologize and offer to take action. In a service industry „The customer is always right“(even if he or she is wrong). An apology costs nothing and can help a client to feel better. Sometimes they just need someone to listen to their problem and are happy for just having someone listening to them.

THE COMPLAINTS WILL HELP YOU TO IMPROVE YOUR SERVICES IN THE FUTURE!
iDevide ikoon What do you think

Look at the four steps of dealing with complaints. Put them into the most logical order.

  • Apologize for the situation
  • Find out exactly what is wrong
  • Promise action as soon as possible
  • Show that you understand the problem
Think about it and check your answer. CLICK ON THE BUTTON!
iDevice ikoon Rules for dealing with complaints
You are going to watch a slide show with RULES FOR DEALING WITH COMPLAINTS. You will learn some useful phrases to use when dealing with complaints.
  • At the end of the slide show there are some real situations which you can discuss with your partner
  • Try to solve these situations. Look at the four steps of dealing with complaints.
  • Learn the expressions and make up a dialogue


CLICK ON: RULES FOR DEALING WITH COMPLAINTS to start the slide show.


iDevide ikoon Watch the video

Watch the video about a phone conversation at the hotel. The guests are having several problems at the same time. Try to find out which problems do they have.

CLICK on: HAVING PROBLEMS WITH THE ROOM. You can check your answers by CLICKING ON THE BUTTON.

After that try to act out the same situation and solve the problems politely.

 

« Eelmine | Järgmine »

Litsenseeritud: Creative Commons Attribution Non-commercial Share Alike 3.0 License