Are you dealing with unhappy hotel guests? You don’t know how to face these situations? Then this article it’s for you.
Sometimes we have to deal with angry or unhappy clients and this is a part of our roles, and it’s never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.
In this article we’ll explore how to deal with angry or difficult customers. Will be specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.
First step: Adjust Your Thinking
Once you know that your client is unhappy then your first priority is to put yourself into a customer service mindset.
This means that you set aside any feelings you might have that the situation isn’t your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism
All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem.Adjust your mindset so that you’re giving 100 percent of your focus to your client, and to the current situation.
Second step: Listen his/her complain
The most important step in the whole of this process is listening actively to what your client or customer is saying – he wants to be heard.
Start the dialogue with a neutral statement, such as, “Please tell me why you’re upset.” This subtly creates a partnership between you and your client, and lets him know that you’re ready to listen.
Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you his story. As he’s talking, don’t plan out what you’re going to say when he’s done – this isn’t active listening!
Do not interrupt your customer. Give your client all of your attention.
Third Step: Repeat Their Concerns
Once he’s had time to explain why he’s upset, repeat his concerns so you’re sure that you’re addressing the right issue. If you need to, ask questions to make sure that you’ve identified the problem correctly.
Use calm, objective wording. For example, “As I understand it, you are, quite rightly, upset because we didn’t clean the room that we promised yestarday.”
Repeating the problem shows the customer you were listening, which can help lower his anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.
Fourth step: Be Emphatic and Apologize
Once you’re sure that you understand your client’s concerns, be emphatic . Show her you understand why she’s upset.
And, make sure that your body language also communicates this understanding and empathy.
For example, you could say, “I understand why you’re upset. I would be too. I’m very sorry that we didn’t get the samples to you on time, especially since it’s caused these problems.”
Fifth Step: Present a Solution
Now you need to present the solution. There are two ways to do this.
If you feel that you know what will make your client happy, tell how you’d like to correct the situation.
If you’re not sure you know what your client wants from you, or if they resist your proposed solution, then give the power to the client to resolve things. Ask to identify what will make him happy.
Sixth Step: Take Action and Follow-up
Once you’ve both agreed on a solution, you need to take action immediately. Explain every step that you’re going to take to fix the problem to your client
Once the situation has been resolved, follow up with your client over the next few days to make sure that he’s happy with the resolution. For instance, you could send a gift certificate, give a great discount.
Dealing with difficult customers can be challenging. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities.
Make sure that you listen actively to his problems or complaints, and resist the urge to interrupt or solve the problem right away. Be emphatic and understanding, and make sure that your body language communicates this.
If you’re not sure how to fix the situation, then ask your client what will make him happy. If it’s in your power, then get it done as soon as possible. Follow up with your customer to make sure he was happy with how the situation was resolved.
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