5 Proven Steps to Handle Customer Complaints Like a Pro
Manuel Ajamil Andrés
International Hospitality Leader | 15 Years' Experience | Service Excellence Advocate | Passionate About Making Every Customer Experience Unforgettable
Let's be honest... no one enjoys dealing with complaints. But in hospitality, how you handle complaints can make or break a customer's experience.
Turning a frustrated customer into a loyal one takes skill, patience, and practice. In fact, a well-handled complaint can turn a challenge into an opportunity to build trust and loyalty.
So here are five actionable steps that you and your team can apply every day to handle complaints like pros.
1. Listen Actively
When a customer has a complaint, the first and most important step is to listen. Give them your full attention and let them speak without interrupting. Often, customers just want to feel heard.
? Tip: Use active listening techniques like nodding and repeating back what they've said to show you’re engaged.
2. Stay Calm and Professional
It's easy for emotions to run high, but staying calm is key. Your behaviour directly influences how the customer responds, and staying composed sets the tone for how the situation will unfold.
? Tip: Take a deep breath, maintain a neutral tone, and focus on resolving the issue, not reacting emotionally.
3. Acknowledge and Apologise
A simple acknowledgment of their frustration can go a long way. Let the customer know you understand their concern, and offer a sincere apology, even if the issue wasn't your fault.
? Tip: Use phrases like "I understand this has been frustrating for you" or "We're really sorry this happened".
4. Offer a Solution, Not Excuses
Customers want solutions, not explanations. Focus on what can be done to make things right. If possible, offer options so the customer feels empowered.
? Tip: If you can't fix the problem right away, let them know you're escalating the issue to ensure it's resolved.
领英推荐
5. Follow Up and Make It Right
Once the situation is resolved, don't let it end there. A simple follow-up can leave a lasting positive impression.
? Tip: Send a quick message or talk to them the next time they visit to ensure they're satisfied.
So always remember this:
Handling complaints isn't just about fixing a problem... it's about creating a better experience.
And a well-handled complaint can turn a negative situation into a memorable, positive one.
What's your best tip for handling difficult customer complaints? I'd love to hear your experiences and suggestions!
So... What's Next?
Every two weeks, I will be sharing in Hospitality Matters:
?? Inspiring stories
?? Valuable insights
?? Personal experiences
?? Expert tips and tricks
All focused on what truly matters: Hospitality!
So, if you're passionate about this industry, I highly recommend subscribing to my newsletter and following me on LinkedIn.
I would love to hear your feedback, connect with you, and learn about the topics you'd like me to cover in Hospitality Matters.
Editor | Magazines Editor | Journalist | Founder of VIVO | ANOVIA MD | Public Affairs, Public Relations & Communications | Global Affairs Representative & Diplomat?UN ? Human Rights ? LGBTQIA+ ? Refugees ? Humanitarian
2 个月The Newsletter is impressive and provides practical steps to follow. Your professionalism is highly commendable, and I am confident that you will soon be a incredible leader in the industry. I can predict that for sure. Salute and wish you well ??????
Chief Financial Officer | Chartered Accountant | >12 years PQE | Strategic partner to executives with expertise in global business & decision-making | People are 1 of our great assets; relationships is the best dividend
2 个月I worked in fund management and client queries, complaints, etc. comes with the territory. The finance sub-sectors is no different to exceptional client servicing. I agree with you Manuel Ajamil Andrés that majority of clients require acknowledgement and assurance you going to do something to improve the situation. They understand the environments are complex and mistakes occur - nobody is perfect. But they take well when someone acknowledges their issue, identifies this requires remediation and we could offer a solution/ alternative. They are encouraged to continue doing business with the same organization as you've managed to establish a human connection and built credibility. Thanks for your superb tips, highly rated!
Food and Beverage Outlet Manager and In Room Dining Manager at Four Seasons Hotels and Resorts | Passionate luxury hospitality leader driven by excellence | Extensive UAE experience
2 个月Very well said Manuel. From complaints I have built the most solid connections with guests and created the best opportunities not only to solve the initial issue, but to enhance their overall experience. In our morning meeting, rather than calling them “glitches” we call them “opportunities” and that explains it all.
???♂? Passionate Personal Trainer | Transforming Physiques, Upgrading Habits, Spreading Happiness ???♀?
2 个月Thanks for sharing
11K+ connection|Independent Researcher |Philanthropist |FIFA World Cup VVIP Operation|COP 28 Operations Supervisor| F&B Manager | DXB Airports CSO Supervisor| 2021-22 Dubai Metro Ambassador|MBA | International Volunteer
2 个月This is a great post highlighting the importance of complaint management in the hospitality industry. I completely agree—how we respond to complaints can truly make or break a customer’s loyalty. From my experience in customer relations, especially in high-pressure environments like airports, turning a negative experience into a positive one often boils down to empathy and professionalism. Listening without interrupting and offering genuine solutions can immediately change the customer’s perspective. Following up afterward also shows the customer that their satisfaction is a priority, which goes a long way in building long-term trust. One of the key things I've learned is that resolving a complaint is not just about the immediate situation, but about showing that you care about their experience and are committed to improvement. Looking forward to more insights from this space!