Customer Complaints At The Hospitality Industry - 1855 Words

Abstract This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed. By examining the use of the ‘LEARN Model’ to settle guest complaints by using the 5 elements of Listening, Empathy, Apology, Reaction and Notification. Themes explored include the value of complaining, customer satisfaction, widespread industry complaints, and tools and methods of resolution. Conclusions are presented as to the value of the discussed techniques and procedures in†¦show more content†¦Barlow and Mà ¸ller claim that complaints are not problems to be avoided but gifts to be welcomed. They also write that complaints are important for several reasons, including: †¢ You don’t know how to improve your product or service if you don’t know what’s wrong. †¢ Customer complaints can give you ideas for new products and services. †¢ Complaints give you valuable information about what’s important to people and what they’re willing to spend money on. †¢ Complaints also tell you that the customer still wants to do business with you —Most customers don’t complain — they just take their business elsewhere, because they’ve given up hope of getting what they need from you. Complaining as a Process: Landon (1980) also argues that it is extremely useful to study the complaining process and that companies can benefit greatly from the process of endeavoring to understand the causes, types, motives, and style of consumer complaining. The author explains that the complaint process involves the consumer s evaluation of dissatisfaction and the choice to make the dissatisfaction known. The interaction between the consumer and the responsible party represents a process of confrontation and negotiation. Impact of Customer Complaints: General knowledge is that customers are more perceptive to losses than gains which means that worse-than-expected service is more damaging than better-than-expected service is beneficial (Rust et al. 1999). As asserted byShow MoreRelatedThe Impact Of Contingent Compensation On Employee Performance Essay1251 Words   |  6 PagesThe effect of contingent compensation on employee performance in hospitality industry Introduction Compensation is regarded as one of the most persistently motivating ways to incentive employees (Torres Adler, 2012). So, it is important for a company to choose a reasonable compensation system which can not only increase the revenue but also can motivate the employees to do the better job (Johnson, Friend Agrawal, 2016). 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