Some of the most common causes of complaints may stem from the following issues:-
- Delays an queues
- Prices
- Opening and closing times of facilities
- In accurate/misleading information or lack of information
- Advertised facilities or services not available
- Services not delivered as agreed
- Behaviour of other customers
- Perceived rudeness or indifference of employees
- Quality of facilities or services
- Presentation of food and beverages
- Standards not meeting expectations
It is estimated 90% of dissatisfied customers/clients do not make a complaint. Why?
Resolving Problems
(i) Know your organisations policies
Make sure that you are familiar with your organisation’s policies and procedures and that you aware of the limits of your authority
(ii) Don’t take complaints personally
You may not be responsible for the problem but you are a representative of your organisation
Remain Calm and in Control
Even if someone is shouting at you, it is vital to stay calm. Don’t raise your voice or get angry
(i) Listen to what your Client is saying
Let the client/customer tell you about the problem and listen all the way through. Find out what has happened or not happened
Apologise
Even if you don’t think the client/customer has a valid complaint or it is not your organisations’s fault, apologise for the fact that they are dissatisfied. Empathise with them
(i) Share Information and Show Initiative
If you don’t have the authority to deal effectively with the complaint refer it quickly to someone who does
(ii) Find out what the person wants
Don’t second guess the customer. Let them tell you exactly what they want to happen next.
(iii) Suggest Alternatives
Where appropriate offer the customer a range of options but never suggest alternatives you cannot deliver
(iv) Agree on a solution
Agree what is to happen next and check the client/customer is satisfied with this action
(v) Follow Through
Ensure that the agreed course of action is carried out as soon as possible
(vi) Thank the Client/Customer
Let the customer know that you appreciate the opportunity to resolve the problem. Thanks them for bringing it to your attention
(vii) Pre-empt the Situation
If you anticipate a problem , avoid complaints by forewarning the customer.
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