The company’s image or reputation in the market Past visits Advertisements and promotional messages Competing hotels Industry standards Comments from family, friends and colleagues Price charged for the offering. Complaints As mentioned, complaints arise when customer’s needs, wishes or expectations are not met. Complaints are a common part of any organisation. Every day complaints will be made by a customer. Given that most hotels have over 300 customers a day, it is unrealistic to think that everyone will be happy, every day. It is important to remember that any complaint really is an opportunity to rectify a problem, or make a long-lasting customer, providing they are dealt with quickly, properly and fully. Complaints can come in an array of circumstances and be based on endless situations. Regardless of the situation there is a standard approach which can be applied to help resolve the complaint. The standards should specify the to be taken for a range of complaints. There are several predictable complaints we are likely to get and it may be possible to foresee the majority of them.
The company’s image or reputation in the market Past visits Advertisements and promotional messages Competing hotels Industry standards Comments from family, friends and colleagues Price charged for the offering. Complaints As mentioned, complaints arise when customer’s needs, wishes or expectations are not met. Complaints are a common part of any organisation. Every day complaints will be made by a customer. Given that most hotels have over 300 customers a day, it is unrealistic to think that everyone will be happy, every day. It is important to remember that any complaint really is an opportunity to rectify a problem, or make a long-lasting customer, providing they are dealt with quickly, properly and fully. Complaints can come in an array of circumstances and be based on endless situations. Regardless of the situation there is a standard approach which can be applied to help resolve the complaint. The standards should specify the to be taken for a range of complaints. There are several predictable complaints we are likely to get and it may be possible to foresee the majority of them.
TM_Receive_&_resolve_cust_complaints_refined.docx