Service Recovery WS- Leader Guide

Slide
Service Recovery WS- Leader Guide

Talking Points
1.Presenters to introduce themselves and SET
2. Get to know everyone

Discuss Agenda

Talking Points:
-IHG wants to become #1 to our guests
-Being #1 does not mean being perfect- instead, #1 means responding to difficult interactions
gracefully.

These difficult interactions are an opportunity to:

-Deliver Great Service
-Build a lasting relationship with our customers
There are 3 things we need to manage:
Self, Customer and Issue

Ask: Which do you think is the hardest to manage?

Go to worksheet

Ask: Any realization from the video?

Remain Calm
When a customer first makes a complaint, take a step back. It can be difficult to remain impassive
and calm in the face of criticism, but an emotional response will only serve to irritate the
customer further.

Actively Listen
Give the customer your full attention and listen to the whole problem before responding. Put
yourself in their shoes - if you had a problem, you would want someone to listen to you.
Appearing disinterested, or attempting to argue back, will only exacerbate the situation.

Own the Issue

As much as possible, we must refrain from passing the customer around as it can further frustrate
the customer. The member is not interested to know who is at fault, they are more interested in
solving their problems.

Be Patient
Don’t jump the gun. You might deal with complaints on a regular basis, and may well have
handled a similar situation before. However, for the customer, their complaint is unique to them.
Treat them as an important individual by listening to their problem in full.

Talking Point:
-The more inflated the balloon the more explosive it is when it pops.
-The same way that our customers are more explosive when their emotions are escalated .
Ask: Any realization from the video?

Hear Them Out

Allow them to “blow their stack” (clinical terms are venting, externalization). To do that,
paraphrase as they share their story. “Let me see if I understand…” Sometimes this will lead to
more comments, not less. That’s good. You want them to vent and get everything out – only then
will they switch back to “reasonable” mode.

Empathize
Empathize genuinely with their situation. Instead of saying “I understand,” try using language
that’s a little less used and worn. “You’re right, this is a problem,” and “You have every right to be
upset,” are examples we hear from experienced service professionals who know how to handle
customers and put them at ease.

Apologize
“I’m sorry.” It can be that easy. We sometimes hesitate to say sorry when we know it is not our
fault but sometimes all the customer is asking for is an apology.

Thank them!
Thank the customer for bringing the problem to your attention. You can’t resolve something you
aren’t completely aware of, or may be making faulty assumptions about.
Understand your ‘true’ limitations to come up with creative solutions for your customers.

Emphasize Documentation