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 skills in terms of customer service.
Customer Service Recovery
Offer a Sincere Apology.
•
• Review & Understand the complaint .
Fix the issue
•
Follow up with the guest.
•
• Document the incident and consistently com-
municate with the team.
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