Problem Handling & Resolution:
It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complaints. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest’s complaints is very critical and it will determine our skill in terms of customer service.
Customer Service Recovery • Offer a Sincere Apology. • Review and Understand the Complaint. • Fix the Issue • Follow Up with the Client. • Document the Incident. • Consistently Communicate with Your Team .
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