I work for a hotel chain, and people will call to complain about things that simple couldn't have happened (bad experience in a city where we don't even have a hotel, etc - people just don't do the research before lying). If you try to mention the flaw in their complaint, they always say 'Are you calling me a liar' - hoping to put you on the defensive. If that doesn't work they will try to scare you by asking for your name and demanding to speak to your 'superior'. It's not uncommon for the people to try to get someone fired to get something for nothing. I know this happens in other businesses. How is the best way to handle this?
2006-09-06 13:09:37 · 9 answers · asked by Craig C 1 in Society & Culture ➔ Other - Society & Culture
Don't ever try to point out where they are wrong...it only makes matters worse...it isn't your job to do that anyway, your job is to smooth over the call. Say something to this affect before they reach the level of anger that prompts them to ask for a supervisor:
"I'm sorry to hear of your dissatisfaction sir/ma'am, we at so & so hotel pride ourselves on bringing the best service normally Why don't I do this, our supervisor is out of the office/in a meeting/out sick but your call is important. The best I personally can do at the moment, and I realize it doesn't seem like much, is take your information, and have a supervisor return your call. I wish I had the authority to do more, but your complaint really needs to be handled at a higher level."
If it is a true complaint, that has merit, they will call back in a day or so and request a supervisor immediately. If they are going for something for nothing, they won't be calling back.
If someone asks your name, tell them your first name only. If they demand your last name, politely tell them that for own security, company policy doesn't allow customer service reps to give out last names.
2006-09-06 13:24:47 · answer #1 · answered by allrightythen 7 · 0⤊ 0⤋
I saw a lot of this in my previous position. And usually the person WAS lying - we saw it all too often from all the same people. Let the supervisor handle it. You will get nowhere with these people if you aren't considered a "manager." And probably at least half the time the manager gives in to them (actually at our place it was about 90% of the time because they were too lazy to deal with it properly) so they'd just give in to shut them up. (Or half the time they'll suddenly go from being Satan to an angel and the manager will wonder why you even had a problem with it.)
You can't do anything about it, so just sit back and be disgusted and think, "That Customer is an @#@$$%^$." (Cuz yep, they are.)
2006-09-06 13:20:02 · answer #2 · answered by IAskUAnswer 6 · 1⤊ 0⤋
Here is what you do, create a client/customer feedback form. Take the contact details of the person and tell them it is policy to have all complaints in writing. Mail them a form and then that way you can look into the complaint at your leasure. Then you can draft a letter thanking them for their feedback and assuring them that you will look into it. If it is something serious, you can pass it on to your superiors.
2006-09-06 13:25:38 · answer #3 · answered by having_a_blonde_day_lol 4 · 0⤊ 0⤋
There are people who enjoy being offended and being offensive.
What did your trainers tell you to do in such a situation?
Generally keep a calm quiet voice, try and show empathy and actively listen to what they are saying. Repeat it back to them quietly and say am I understanding you correctly? If you keep it calm eventually they'll calm down too.
If they don't then do indeed call your supervisor. Let him or her handle them.
Do everything by the book in your training manual. Be courteous, even if you'd like to claw their tongue out of their mouth.
They may indeed just be obnoxious or they may be unwell or in distress about something. My mum always used to say when in doubt be kind, no matter what .
2006-09-06 13:22:24 · answer #4 · answered by Lizzy-tish 6 · 1⤊ 0⤋
Let them talk to your supervisor. I hate stupid people. I have had a certain group of people try to get discounts at a store I worked at. I'd catch them in lies all the time. It was hilarious. I personally wouldn't put up with it. I would just tell them no on the discount and end it there.
You could also ask for these people's addresses, and go egg them. If that makes you feel better.
2006-09-06 13:12:01 · answer #5 · answered by Anonymous · 1⤊ 1⤋
I have worked with the public face to face for a while. Don't let them go, just keep talking to them no matter how long you get paid! You get paid by the hour not by phone calls. After they vent for a while and realize their plan isn't working, they will give up, so hold your ground!
2006-09-06 13:12:06 · answer #6 · answered by denise r 2 · 1⤊ 0⤋
call security cause and tell them there is no such thing as free when you breath you trade oxagen for co2 youtake o2 and release co2
2006-09-06 13:15:13 · answer #7 · answered by Hannibal Barco of Carthage 2 · 1⤊ 0⤋
The customer is always right. Besides the mark-up on rooms is so astonishing anyway. I know from experience.
2006-09-06 13:13:50 · answer #8 · answered by Delta Charlie 4 · 0⤊ 3⤋
punch 'em next time they do that...
(jk punch them after your shift then you cant get fired)
2006-09-06 13:15:32 · answer #9 · answered by SlimShadyGirl 5 · 0⤊ 2⤋