Hospitality Property School

Have you ever had a guest standing in front of you complaining and not sure how to handle it?I’m going to share with you the type of quests that make them and 18 of the most common complaints.We all have our own personalities, motivations and quirks. The same can be said for the unhappy person standing in front of you and if you can determine the type of person that is, the chances of you handling the complaint successfully will increase dramatically.Another reason it is important to handle complaints effectively is that it is easier and less expensive to win back the customer that had a negative experience then try to attract new customers.•Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner.•Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time.Now keep in mind, you won’t be able to satisfy every unhappy customer who contacts you, but the financial returns to your business from turning a disple