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What are the most effective ways to handle difficult customers in the Opera Reservation System industry?

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Handling difficult customers is one of the most challenging aspects of working in the hospitality industry, especially if you use the Opera Reservation System (ORS) to manage bookings, rates, and inventory. ORS is a popular software platform that integrates with various channels and services, but it also requires a high level of skill and attention to detail to operate effectively. In this article, we will share some of the most effective ways to handle difficult customers in the ORS industry, based on our experience and best practices.

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1 Know your system

The first step to handle difficult customers in the ORS industry is to know your system inside out. You should be familiar with the features, functions, and limitations of ORS, as well as the policies and procedures of your property and brand. This will help you to answer questions, resolve issues, and provide accurate information to your customers, as well as avoid mistakes and misunderstandings that could lead to complaints and disputes. You should also keep yourself updated on any changes or updates to the system, and seek training or support if you need to improve your skills or knowledge.

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2 Listen and empathize

The second step to handle difficult customers in the ORS industry is to listen and empathize with them. You should always treat your customers with respect and courtesy, even if they are angry, rude, or unreasonable. You should listen to their concerns, complaints, or requests, and acknowledge their feelings and emotions. You should also apologize for any inconvenience or dissatisfaction they may have experienced, and show that you care about their needs and expectations. By listening and empathizing, you can build rapport and trust with your customers, and defuse any potential conflicts or escalations.

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Enes Sagat

Assistant Front Office Manager
(已编辑)
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Dear readers, Throughout my career, I have encountered many difficult guests and I have stepped in difficult situations. Actively listening is the most important step even though there is no solution to the problem. Addition to that, guests must feel that you listen and care about them. Empathizing is also crucial and it may help you to find better solution, build a rapport and manage the crisis.

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Bob Scarr

Archivist, Research and Historian - Atlanta Symphony Orchestra
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As stated, customers must know you are listening. Trust follows. It’s not how much you know. It’s how much you care for the customer.

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Patricia Senna

Produtora Artística | Executiva | Tour Manager | Audiovisual | Marketing de Experiência| FREELANCER
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Alguns pontos que acredito serem importantes: Conhe?a o sistema; Mantenha a calma; Ou?a atentamente; Ofere?a solu??es; Comunique-se claramente; Seja realista; Dê suporte extra; Agrade?a feedback; Aprenda sempre; Solicite feedback interno.

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3 Offer solutions and alternatives

The third step to handle difficult customers in the ORS industry is to offer solutions and alternatives to their problems or demands. You should use your system knowledge and creativity to find the best possible options for your customers, within the limits of your authority and availability. You should explain the benefits and drawbacks of each option, and let your customers choose the one that suits them best. You should also be flexible and willing to negotiate or compromise, if possible, to reach a mutually satisfactory outcome. You should always aim to exceed your customers' expectations, and deliver value and quality.

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Patricia Senna

Produtora Artística | Executiva | Tour Manager | Audiovisual | Marketing de Experiência| FREELANCER
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Ofere?a solu??es práticas: Em vez de apenas reconhecer o problema, concentre-se em oferecer solu??es práticas e viáveis. Seja proativo na resolu??o de problemas e esteja preparado para oferecer várias op??es, se necessário.

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4 Follow up and follow through

The fourth step to handle difficult customers in the ORS industry is to follow up and follow through on your promises and commitments. You should always confirm your actions and agreements with your customers, either verbally or in writing, and keep them informed of any updates or changes. You should also ensure that you complete your tasks and deliver your services on time and as agreed, and check with your customers if they are happy and satisfied. You should also solicit feedback and suggestions from your customers, and use them to improve your performance and service.

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Patricia Senna

Produtora Artística | Executiva | Tour Manager | Audiovisual | Marketing de Experiência| FREELANCER
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Na minha experiência é sempre importante estabelecer expectativas realistas: Se um cliente estiver solicitando algo que n?o é possível ou viável dentro do sistema Opera Reservation, seja honesto e estabele?a expectativas realistas desde o início. Ofere?a alternativas sempre que possível. Ofere?a assistência adicional: Se o cliente estiver enfrentando dificuldades para usar o sistema, ofere?a assistência adicional, como tutoriais, guias ou suporte técnico. Mostre-se disponível para ajudar e orientar o cliente conforme necessário.

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5 Learn and improve

The fifth step to handle difficult customers in the ORS industry is to learn and improve from your experiences and interactions. You should always reflect on your strengths and weaknesses, and identify areas where you can enhance your skills or knowledge. You should also seek feedback and advice from your colleagues, managers, or trainers, and use them to develop your professional and personal growth. You should also recognize and celebrate your achievements and successes, and reward yourself for your hard work and dedication.

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Patricia Senna

Produtora Artística | Executiva | Tour Manager | Audiovisual | Marketing de Experiência| FREELANCER
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Cada intera??o com um cliente difícil pode ser uma oportunidade de aprendizado. Após a intera??o, reflita sobre o que deu certo e o que poderia ser melhorado em termos de comunica??o e suporte ao cliente. Solicite feedback interno: Além de considerar o feedback do cliente, solicite feedback interno de colegas ou supervisores sobre como lidar com situa??es difíceis relacionadas ao sistema Opera Reservation. Isso pode ajudar a identificar áreas de melhoria e aprimorar suas habilidades de atendimento ao cliente.

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6 Stay positive and professional

The sixth and final step to handle difficult customers in the ORS industry is to stay positive and professional, no matter how difficult or stressful the situation may be. You should always maintain a calm and polite demeanor, and avoid taking things personally or emotionally. You should also respect and appreciate your customers, and thank them for their business and loyalty. You should also take care of yourself, and manage your stress and well-being, by taking breaks, relaxing, and having fun. By staying positive and professional, you can enhance your reputation and image, and enjoy your work and career.

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Patricia Senna

Produtora Artística | Executiva | Tour Manager | Audiovisual | Marketing de Experiência| FREELANCER
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Independentemente da natureza da intera??o, agrade?a ao cliente por compartilhar suas preocupa??es ou feedback sobre o sistema Opera Reservation. Isso pode ajudar a construir um relacionamento positivo e mostrar que você valoriza as opini?es deles.

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Muhammad Sheheryar

Senior Guest Relations Executive at Maison Privee
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One thing which i have learnt throughout the career is to stay positive and professional. Everyday you meet hundreds of people with different mentality, cultural back ground and educational level. Like the saying goes "Not everyday is Sunday", you will find yourself in difficult situations as part of your job. This is the golden time for you to show your skills to handle a challenging situation and this always gets noticed.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Nancy Seabold

Bachelor and Master's Degree in Music (Univ. of Michigan, Ann Arbor)
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Meet/ greet people from where they are with compassion. Most of us have trouble leaving our own perspective long enough to truly understand another. If we do that even for a minute, we may learn something… Come away from the encounter richer, not in and material gain, but by spreading the word of our good work and thereby reaching a larger audience, the ultimate gain.

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What are the most effective ways to handle difficult customers in the Opera Reservation System industry?

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1 Know your system

2 Listen and empathize

3 Offer solutions and alternatives

4 Follow up and follow through

5 Learn and improve

6 Stay positive and professional

7 Here’s what else to consider

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