All companies, but especially the Hotel dependent feedback of their customers, but we know that process claims costs time and money and that sometimes does not even help to have a satisfied customer.
I would start the new year with three tips to make the handling of complaints more effectively and more efficiently:
1) try to understand the reason for the complaint and ask the customer to give you all the information is in possession. Aim well, from the beginning, a complaint will help to solve it in less time because you will be able to more easily find the cause that sparked
2) offers customers a solution having in mind what could be improved situation from his point of view. If this is not possible, communicated to how you intend to proceed and how soon you will be able to propose a solution
3) show respect for those claims. Customers who complain are often angry, exasperated and disappointed. Trained persons to collect the complaints that are not sarcastic or rude. Abituatele empathy and teach them how to get the best of a difficult negotiation such as that related to a complaint.
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