Krystal Resort complaints management knows that it can be difficult in any field to deal with an angry guest or customer. Whether it is a hotel guest complaining about the cleanliness of a room or a restaurant dinner sending back food, the situation can be just as frustrating for the person dealing with the complaint as the person who has it. For that reason, Krystal Resort complaints management provides these tips on what you can do to keep a guest satisfied while handling their complaint so that the issue can be resolved calmly and reasonably for both sides.
- Manage your temper: A customer being loud and angry is not an excuse for you to be loud and angry. Stay calm when you are handling their complaint so that you do not further anger them or lose control of the situation by getting angry yourself. This will help defuse the situation and calm the guest until you find a solution.
- Don’t talk down to the guest: If you want to make a snide or backhanded remark, refrain from doing so because the guest will certainly notice it and it will fuel their fire. Do not patronize them or treat them like their claim is unreasonable or childish, even if it is. It is important to always be respectful of the guest’s feelings and talk to them as you would with anyone else.
- Watch the body language: Even if in speech you are being polite, your body language may be telling a different story. Krystal Resort complaints management warns you to watch for poses that are angry, aggressive, imposing, or defensive as they may make the guest feel like they are being threatened. Maintain eye contact and an open pose to show that you are paying attention to them.