Handling Complaints and

Other Special Situations

Remarkable Service
The Culinary Institute of America

SURVEY
According to the website The Guide to
Sleeping in Airports, Ninoy Aquino
International Airport (NAIA) dropped to
fourth place on the list of Worst Airports.
Travelers complaints over the NAIATerminal 1 include overcrowding,
lengthy queues, limited seating,
unfriendly immigration/customs
officers and smelly toilets.
http://www.abs-cbnnews.com/business/10/16/14/naia-no-longer-worlds-worstairport

SURVEY
Major disappointment, because...
Had been going there since the 80's.
Always had been my first stop every time
I went to Manila. Used to be a great
upscale family restaurant with the
traditional look, feel and charm of the
Philippines. NO MORE! Now, it's nothing
more than one giant buffet catering
to the young 20-somethings.
http://www.tripadvisor.com.ph/Restaurant_Review-g298573-d2027129-Reviews-KamayanManila_Metro_Manila_Luzon.html#REVIEWS

SURVEY
Gone are the Philippine mahogany
tables and chairs, the clay water
pots, the Philippine architecture,
gone are the singing minstrels,
gone are the traditional Filipino
costumes, gone is the traditional
Filipino charm!!!
http://www.tripadvisor.com.ph/Restaurant_Review-g298573-d2027129-Reviews-KamayanManila_Metro_Manila_Luzon.html#REVIEWS

SURVEY
Now, it's bare, bland walls with
no appeal whatsoever. Now, the
routine is to just rush large groups of
hungry noisy people in and out of the
doors as quickly as possible. Sure, the
food isn't bad. But just try to get their
once famous Bangus A La Pobre!...the
waiters just give you a blank stare...
http://www.tripadvisor.com.ph/Restaurant_Review-g298573-d2027129-ReviewsKamayan-Manila_Metro_Manila_Luzon.html#REVIEWS

SURVEY
In the hotel room, when the air-

conditioner is not on beforehand and they

enter the room, they complain.
Room Service. For tourists, room service is
very important. When service gets
delayed, they complain immediately.
Complaints about food are always
present. Although it is not a
concierge/receptionists concern, the
clients still complain to them.
https://amareaeternum.wordpress.com/2012/10/20/manila-hotel-a-documentation/

SURVEY
Upon the check in, though they normally do not speak out

but if the hotel is too far from the airport or less than their
expectation they will not be smiling. Clients usually
complain because they are not satisfied with the
service they get. They pay to stay in a five star hotel,
but get service from four star employees.
When they feel that they are ignored, they
complain.The complaint was later resolved. But I would
like to mention this just to show that being ignorant to an
individual guest can cause complaint. However the
bottom line is that whatever complaint it may come,
always provide them with another option. They shouldnt
just say Sorry, Sir or Madam.
https://amareaeternum.wordpress.com/2012/10/20/manila-hotel-a-documentation/

Guest recovery

Basic Steps of Guest

Recovery
Apologize

Correct the Problem

Make it up to the guest
Follow up

Apologize
Make eye contact
Use the words Im sorry or I

apologize
Avoid blaming others

Present Perfect Passive Voice

The Present Perfect Tense describes an

action happened at an unspecified time

before now.
Use the passive form if you think that
the thing receiving the action is more
important or should be emphasized.
You can also use the passive form if you
do not know who is doing the action
or if you do not want to mention
who is doing the action.

Analyze these sentences

1. Complaint: The food is raw.
Answer: Im sorry. It should
have been cooked to perfection. Let
me get another plate for you.
2. Complaint: The bed is not made up.
Answer: I apologize. It should
have been made. Ill send the
housekeeper right away.

Analyze these sentences

3. Complaint: The heater is broken.
Answer:
4. Complaint: Theres a fly in my
soup!
Answer:
5. Complaint: Your server is rude!
Answer:

Correct the Problem

1. Find out the guests version of the
2.
3.
4.
5.
6.

problem
Remove the offending item
Take steps to remedy the situation/
Give the guest an accurate timeframe
for the replacement
Replace any flatware that was removed
with the plate.
Bring the replacement personally, if
possible

Make it up to the Guest

Consider each situation on an

individual basis.
Do not always assume that
offering a free dessert is the
best solution.

Follow-up
Any goodwill that you
engendered by offering to take
care of the guests bad
experience is gone when the
guest doesnt get what was
promised.

TRY THIS!
With a group, apply the basic steps of
Guest Recovery in handling customer
complaints. Remember to use the Present
Perfect Passive Voice of the Verb.
1. Complaint : The toilet is dirty.
2. Complaint: The food is cold.
3. Complaint: The blanket is stinky.
4. Complaint: The phone isnt working.
5. Complaint: The bed is not made.

Summary

H ear
E mpathize
A cknowledge
T ake action

Letter of Apology

Format
Simple format for letter and

memos
Handwritten or typed/word
processed
Personal letterhead

Source: Webster New World Letter Writing Handbook

Responding to Complaints
Introducing

Thank you for your letter...

I was sorry to hear that...
Explaining/Giving Reasons
I have investigated your
complaint in detail...
The problems were due to...

Responding to Complaints
Apologizing

I apologize for the

inconvenience/distress/problems created
by our error/failure.
Please accept my sincere apologies...
Promising Action
I can assure you that we have taken steps
to ensure that these problems do not
occur again.
As a sign of goodwill, I enclose...

Structure
Recall specific incident
Apologize unconditionally
BUT let the reader know about any

mitigating circumstances, if they exist

Make an offer/Take an action
Close by saying you look forward to
continuing the relationship
Source: Webster New World Letter Writing Handbook

Sample Letter
Dear.........
I am writing with reference to the incident that
happened in our hotel dated February 11,
2015.
First of all, I apologize for the inconvenience
created by our failure to provide you the
service you deserve.
We take great care to ensure that important matters
such as this are properly managed. Unfortunately,
our Senior Manager was on a leave that day.
Thus, on this occasion, an acceptable standard has
clearly not been in meeting your expectations.

Sample Letter
In light of this, we have decided to offer you
an overnight accommodation inclusive of
breakfast buffet for free. We hope this will be
acceptable to you.
I will call you soon to check that this meets
with your approval. Please contact me should
you have any further cause for concern.
Yours sincerely,
Mr. Randall Scott
General Manager, ABC Hotel