All businesses have to deal with customer complaints, it goes with the territory! It’s not the most pleasant of situations but it is something that we all have to face at some point. The important thing is to have a good customer complaints procedure in place so that you can turn potentially negative situations into positive ones.
How many times have you been faced with an angry customer, upset with the service received and demanding an explanation, an apology or, god forbid, some form of compensation! I’ve worked in hospitality for most of my life and have had my fair share of customer complaints to deal with. Luckily for me, one of my first bosses was a great believer in staff training and introduced us to a very simple but effective 5 step procedure to deal with customer complaints. [Read more…]