Guests complain, how do you handle it??

I would tell my supervisor or boss that many customers are complaining. I have worked in public places before and I always remained positive but sometimes it is really difficult. I once worked in a office were alot of people complained about everything, I told my boss the situation and even gave her some ideas that I had and she then realized that the complained were becoming more frequent and because of my idea to give suggestions. My boss held a quick meeting where she asked everyone how they felt and if they have any suggestions that may help the situations. It worked out great in the end and the best part was that he worked as a team.

Customer service can be a tough job, especially if your company's SOPs aren't in the best interest of their customers! I've found the best way to defuse a situation is to let the person know you are really listening to them and want to help. So many people are used to not being listened to that when they encounter someone who really listens their temper cools off a LOT! "The customer is always right" should be the motto of every business--to a point, of course. But customer satisfaction should be number one, or someone else will take your customers.

Hey, Yes i can only imagine what u r going through. I have no such experiance but i have seen people being rude to some one who is totally helpless and cant say anyting back. A lot of friends work in call centres where they face these type of behaviour quite often but on phone. WHat i have learned from them is after a while they get use to it and then it becomes their daily affair. I mean its like they r mentally prepared that they r going to get abused by some one. SO when it actually happens they dont get hurt. If u want to continue this job the nprobably u will get use to it as well. Remember darwin's theory " Survival of the fittest". If u want to survive.. u got to be fit for all conditions. Cheers, Tutul

How about your boss ? Did he/she like to yell at you as well ? Handling customers complain is the requirement in the customer service line of business If you are not comfortable with it , i guess you'll just need to change your job. But i am not saying that handling those complainers is an easy task to do, you need extra patient. Just assume the customers as people who are looking for informations and you are the one who had all the answers, Through that even though they like to complain much, you will always got the picture that you are superior then them. It is only about the trick of your mind. And always be patient. Thanks for your sharing and good luck with your job.

I work in Credit Card Customer Service. So out of the phone calls that I handle during the day, most if not all, are them calling to complain about something. I get calls about how were taking money from them, or were charging fees for no reason. Recently a lot of questions have come up about the TARP fund. The best suggestion I have in any of these situations is to be confident in what you say. If it's something like you're position where they are complaining about the procedures, learn them, and learn why they are there. Is it legal? It is for safety reasons? These would be some great talking points. And when you're not getting the complaint, in your head, formulate situations to better prepare yourself. And like I said, the number one thing is to be confident in what you say. Confidence and firmness in what you say gives the impression you know what you're talking about, and that the procedure (no matter how rediculous) is there for a reason. You also have to realize some people just love to complain about nothing. They rant and rave at you, but it's not you that they have a problem with. It's the system, or a co-worker, and you're the one in the line of fire. Let them rant, apologize for any inconvience and see if they have a suggestion as to how they would personally improve the process or how it was handled. This is another talking off point. Let them think they solved it on their own, and you don't have to do any of the talking. I've had experiences where I couldn't help a customer, knew what they needed and how it could be fixed, but someone else needed to do it. She did not want to be transfered, and just didn't want to accept that I personally could not help her. I was furious with her attitude towards me, and how stubborn some people can. I've also recently had an experience where I was being cussed and yelled at because a woman had underpaid her account. I waited until she was finishede yelling at me, and then told her I will help you, but you do not need to have the attitude, and you need to understand the contract for this account and where the chain reaction happened be I can remove the 200$ worth of interest she wanted me to remove. She ended up crying at the end of the phone call. I felt really bad, but I did not need to be treated like this was something that I did, or was in my control. Confidence, confidence, confidence. The key to surviving customer service. Hope this helps!