How to Use Customer Complaints to Your Advantage

Topics:
Lodging,
Restaurants
Tags:
Complaint,
Management,
Strategy
Source:
Hospitality Sales and Marketing Association

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Overview: In hotels, restaurants, and other hospitality industries customer complaints are events are inevitable. No one is perfect and there will always be the occasional customer who would not be satisfied unless they have made waves. However, this article explains in detail that if the complaints are welcomed as opportunities to improve business relationships with customers and the staff receiving the complaints is properly trained and confident, then positive results can certainly come from these service encounters. If complaints are ignored or passed, from department to department then usually that customer will be looking for a new hospitality provider.

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Format: PDF | Size: 741KB | Date: Nov 2002 | Pages: 3

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