What is the major principles of guest Handling:

 

1.       Mind Setup

Setting up your mind is important keep good faith to help customer.it has been said that customer is always boss OR customer is always right. try to be professional and handle each complaint with professionally 

2.       Using polite language

Using polite language is very important for verbal and written complaint then you need to be sure enough that what you are writing. Careful the words make sure that the words will never gave wrong meanings

3.       Proper listening

If you don’t listen properly you cannot explain properly.so to give the logical replies to the guest complaint listen carefully. let your guest express the feeling first then take your time to explain

4.       Remaining calm

You May often find it difficult to remain calm to handle complaints, but you have to be that. Just thin in logical way. Because that your job. But if the guest become so aggressive that security measures need to be taken then don’t hesitate

5.       Showing sympathy

Start with sympathetic words and expression is the most advisable way to handle any complaint. guest will start feeling that you understand his feelings and you are very care about him. Some catchy word and phrases can easily turn the hot & aggressive situation in to the cool and friendly atmosphere

6.       Apology

Whoever did the mistake apology first. this does not mean that you agree on the complaint make by guest. It means that you feel sorry only for the reason that guest is not satisfied with your service. After apology, you can easily defend yourself

7.       Never blame others

Never blame others or other department In spite of blaming others take responsibility on your shoulder if possible to handle the complaint call the right person to deal with the situation but do not finish your job by just blaming others

8.       No Excuse

Never excuse no guest will to pay to listen at your excuses there are some common excuse like “” today we are short of staffs, we are very busy etc. excusing is not proper approach rather try to explain if you are short of staffs explain it and show possible way to solve it

9.       Not try to make your guest wrong

Its always says that the guest is right. Even if your guest is wrong then do not make him directly wrong. Logically explain why you cannot fulfill his demand. This will represent you are really caring about your guest and your guest will feel comfortable and friendly with you

10.       Be honest

Be honest within yourself never any promise which you cannot maintain also do take follow up steps

Whenever a guest come to you with any complaints then responsibility put on your shoulder. Even you are not engaged with the complaint. But you have to take the follow up

 

Thanks. Rafi K Meethal