GeoHoliday Club Complaints Prevention Team knows that
employees have to deal with many different situations. They often have to
handle many things at one time. One of the hardest things that an employee has
to deal with is a loud guest that is complaining about something.
If the GeoHoliday Club Complaints team
has trained the employees properly, they should be able to handle this issue.
There are a few key things that the employees have to do to calm a complaining
guest down.
·
Keep a calm voice – The tone of the employes voice
can be useful in calming another person down. If the employee screams back at
the guest the problem will escalate. If they stay calm, it can help the
complaining guest to calm down.
·
Move the guest to a private location – No one
else wants to hear the complaints of another guest. If the guest is loud, you
can calmly ask them to follow you to a more secluded location so no one else is
disturbed.
·
Solve the problem – Many times a guest complaint
is actually easy to resolve. If that is the case, the employee should do that.
·
Tell the guest what you are doing – If an
employee can fix the problem, they need to tell the guest how they are going to
fix and when it will be fixed. This communication can stop the complaint
quickly.
·
Get someone that can fix it – When an employee
cannot fix a problem, they need to know who to get that can fix it. Again they
should let the guest know what they are doing and why they are doing it.
