Unit 4

Dealing with complaints, problems and difficult situations

Doing the job of a receptionist in the 21st century cannot be imagined without English. An integral part of quality customer service and communication is dealing with issues that arise both from the customer and the organization itself. It is undoubtedly not possible to list all problem situations that arise in the receptionist’s work in customer service, but a few of the most common situations can be singled out. In this unit through dialogues, we will see some common problems called light guest complaints and how to solve them. Situations such as an early check-in, a customer’s dissatisfaction with their rooms and payment process problems are included. 

Essential steps of dealing with problems are listening carefully, apologizing, showing interest, offering a solution and following up.

Early check-in

A: Good morning, madam. Welcome to the Royals Hotel. How can I help you? 

B:  Hello, I have a reservation in the name of my husband Mr. Dimitrov. My name is Alexandra Dimitrova.  

A:  Great, now we'll check your reservation...Yes ma'am, the reservation is in Mr. Dimitrov's name until 28 July. You have booked your stay with us from 21 July to 28 July in a family room. 

B:  That's right. My husband along with my children will be arriving later in the day but I would like to check into our room now.

A: Unfortunately, ma'am, check-in is after 2:00 p.m. as stated in the information you received from us when you made your reservation.

B: At 2:00 pm? But now it’s 9:30 in the morning. I can't wait four and a half hours for check-in. I need the room now so I can drop my luggage, freshen up and rest after the long journey.

A:  I understand madam, but unfortunately, we are unable to accommodate you earlier in your chosen room. It still has other hotel guests in it and needs to be meticulously cleaned afterwards to make your stay pleasant and comfortable. 

B: And there is no option for me to check in now? That's not very hospitable of you...

A: We understand ma'am, but unfortunately for the reasons I have listed we cannot accommodate you in your room now. I can suggest that you leave your luggage with us so that it won't bother you and invite you to breakfast in our restaurant. We have lovely gardens for you to stroll in, relax and have something refreshing from our outside bar while you wait for your family.  

B: If I don’t have any other options…alright then!

A: Hello, I am calling from room 407 and would like to ask if you will take measures against  the loud noise outside! It’s 8:30 p.m. and I can't sleep! The nose is coming right across the street! The music and the people are too loud for this time of the day. I have an early flight tomorrow and a very important business meeting right after it! I find this noise unacceptable! 

B: Hello sir, thank you for informing us immediately! The peace of mind, relaxation and comfort of each guest is important to us. Our city's annual street music festival is going on right now and some of the celebration is happening on the street, but it won't last all night. We have been told by the city authorities that it will end at 10 p.m., after which people will disperse and the noise that bothers you will stop!

A: 10 p.m.!? My flight is at 4:30 in the morning!! But how will you guarantee me that the noise will stop at the time you specify? Maybe the music will stop, but the crowd of people probably won't leave right away, and 10:00 p.m. is too late!

B: Sir, sorry for the inconvenience! We understand you completely, but this is a factor not directly dependent on our hotel. We can offer to wake you up by phone at your desired time, so you don't have to worry about missing your early flight. 

A: That would be quite convenient, thank you, but I would still like to change my room. As I mentioned, my room overlooks the street where the noise is coming from, and I would like to get a more remote room! And I hope I can get a good night’s sleep.

 B: Sir, I'll check the system to see if that's an option. We have a lot of reservations and occupancy because of the festival guests. Please wait one minute.

A: Of course, I'll wait on the phone, so you don't forget about me.

B: Sir,  every guest is important to us.

A: I'm waiting...

B: Sir, the only available room we can offer you now is on the other side of the building, away from the street that bothers you, but it's not a standard room, it's a studio.

A: Great, I want to move in right away. 

B: Okay, sir, we understand, please come to the front desk so we can move you in. 

A: Thank you, you've been very helpful despite the noise here!

for dealing with complaints:

• How can I help you? 
• How can I be of service to you? 
• I'm sorry that you've had to deal with [issue]
• I am sorry that we failed to [the cause of the issue] and you've had to deal with [the outcome].
• I do apologize
• I'm extremely sorry, Sir/Madam
• The issue happened because we [what caused the issue]. To prevent it from happening again [what you will do] ...
• Again, I'm deeply sorry this has happened to you.
• I understand why you are dissatisfied, Sir/Madam
• If I understand you correctly [paraphrase their complaint]
• I understand how [customer’s feelings – i.e. frustrating, upsetting, disruptive] this problem has been for you
• I understand how [the issue] must have impacted your…
• The issue happened because we [what caused the issue]. To prevent it from happening again [what you will do]
• We care deeply about your experience, and we failed to meet our regular quality standards. We should have been more careful, and I’m very sorry for the issues it has caused you.
• Again, I’m deeply sorry this has happened to you. It’s not the experience we wish to create for any of our customers. Thank you for bringing it to our attention and allowing us to address it.
• Thank you for bearing with us through this incident. If there’s anything else I can help you with, please let me know.

for handling rude customers

• Stay calm 
• Don’t take it personally
• Try to empathize with your customer  
• The customers are not always right
• Call your manager if necessary