Handling Complaints
Embedded Files
Acknowledging the Complaint
Acknowledging the Complaint
“I’m sorry to hear that, ma’am/sir.”
“I understand your concern.”
“Thank you for telling us.”
“I apologise for the inconvenience.”
“I’m sorry this happened during your stay.”
Asking for Details
Asking for Details
“May I know what happened?”
“Could you explain the issue so I can help?”
“When did this problem occur?”
“Which room are you staying in?”
“May I confirm the details?”
Showing Empathy
Showing Empathy
“I understand how frustrating that must be.”
“I would feel the same in your situation.”
“We appreciate your patience.”
Offering Assurance
Offering Assurance
“I’ll handle this right away.”
“Let me check this for you immediately.”
“I’ll contact the relevant department now.”
“We will fix this as soon as possible.”
“I’ll update you shortly.”
Offering Solutions
Offering Solutions
“Would you like us to move you to another room?”
“We can send a technician to your room.”
“We can replace the item for you.”
“I can arrange a cleaner to go to your room now.”
“I can offer you a late check-out as a courtesy.”
“We will prepare a new dish for you.”
Closing the Interaction
Closing the Interaction
“Is there anything else I can help you with?”
“Thank you for your patience.”
“We appreciate your feedback.”
“We will make sure this doesn’t happen again.”
“Have a pleasant day.”
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