UNIT 5

CUSTOMERS COMPLAINTS

&CUSTOMER SERVICE

Exchanging Information

Typeofhotels

Ageofcurrentfacilities

Numberofhotels

Budget

Findoutabout

Tellme

Interestedin

Dealwith

Possiblefor

Making ArrangementAmeeting

ThestartofSergio’sTrip

Elena&Sergio’smeeting

Arrange

How

I’dprefer

Suits

Change the DateTochangethetimeofhisappointment

Workingeneral,theweather

Smalltalk:somethingtrivialyoutalkatthebeginningtowarmuptheconversation

Wednesday

Theappointment(toThursday)

Useful Phrases to Make Arrangement on the Phone

I’mphoning/callingtoarrangeameeting.

Ican’tmakeitinthemorning/onThursday.

IcandoFriday/theafternoon.

WouldnextWednesdaybeokay?

Managing Customer Feedback

Customersatisfaction

Facility/Product/Staff/Service

Viablebusiness

Failureincustomercare

Thegapbetweenwhatisexpectedandwhatisactuallydelivered

Servicedoesnotliveuptoitsstandard

WhatservicescanacustomerexpectfromLimewoodSpa?

Retreat,hideout,hideaway

Physicalwellness,healthycuisine

Whatisspecialwithitsprogram?

Tailor­made,custom­made

[tailor­customize­personalize]

Thefoodwasoverrated/overpriced.Theservicewaspoor/subpar.Themanagerdidnottakethecustomer’scomplaintseriously.Shedidnothandlethecomplaintproperly.Sheputtheblameonthecustomer.

What seems to be the problem?

Thestaffwerenothelpful/service­minded/hospitable.

Thestaffwerenotattentivetothecustomers.Theydidnotanticipatethecustomers’need.Theywerenotproactive.

Thecustomerdidnotreceivetheservicetheyexpected.Thestafffailedtoofferalternatives.

Customersweregivenunclear,difVicult­to­followdirection.TheDutyManagerwasrude.Thepromisewasnotdelivered.Thestaff’smannerism/toneofvoicewasimpolite,curt,notcourteous.

Youareateamofbusinessconsultants

Findtherootcause[s]oftheproblem[s]thatLimewoodSpaiscurrentlyencountering

Advisethemwhattodotosolvetheproblem[s]

Mini task [5 points]

Root CauseOutlets,facilities:Notsetupto

customer’sneeds

Staffonscene:Unabletohandlethesituationprofessionally

Organization:System/culturethattoleratesthiskindofbehavior

Troubleshooting

People:Hiringforattitude

Tools:Training

System:EmployeeRecognitionProgram

Additional Vocabulary

Toempower:togivesomeonethefreedomtodosomething

Understaffed:nothavingenoughstaff

One­on­one:directcommunicationbetween2people