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Slide service recovery ws leader guide

Service Recovery WS - Leader Guide Slide C C C C CService Recovery WS - Leader Guide Talking Points Presenters to introduce themselves and SET Get to know everyone Discuss Agenda Talking Points -IHG wants to become to our guests -Being does not mean being perfect- instead means responding to di ?cult interactions gracefully These di ?cult interactions are an opportunity to -Deliver Great Service -Build a lasting relationship with our customers CThere are things we need to manage Self Customer and Issue Ask Which do you think is the hardest to manage Go to worksheet Ask Any realization from the video CRemain Calm When a customer ?rst makes a complaint take a step back It can be di ?cult to remain impassive and calm in the face of criticism but an emotional response will only serve to irritate the customer further Actively Listen Give the customer your full attention and listen to the whole problem before responding Put yourself in their shoes - if you had a problem you would want someone to listen to you Appearing disinterested or attempting to argue back will only exacerbate the situation Own the Issue As much as possible we must refrain from passing the customer around as it can further frustrate the customer The member is not interested to know who is at fault they are more interested in solving their problems Be Patient Don ? t jump the gun You might deal with complaints on a regular basis and may well have handled a similar situation before However for the customer their complaint is unique to them Treat them as an important individual by listening to their problem in full Talking Point -The more in ated the balloon the more explosive it is when it pops -The same way that our customers are more explosive when their emotions are escalated CAsk Any realization from the video Hear Them Out Allow them to ??blow their stack ? clinical terms are venting externalization To do that paraphrase as they share their story ??Let me see if I understand ? ? Sometimes this will lead to more comments not less That ? s good You want them to vent and get everything out ?? only then will they switch back to ??reasonable ? mode Empathize Empathize genuinely with their situation Instead of saying ??I understand ? try using language that ? s a little less used and worn ?? You ? re right this is a problem ? and ?? You have every right to be upset ? are examples we hear from experienced service professionals who know how to handle customers and put them at ease Apologize ??I ? m sorry ? It can be that easy We sometimes hesitate to say sorry when we know it is not our fault but sometimes all the customer is asking for is an apology Thank them Thank the customer for bringing the problem to your attention You can ? t resolve something you aren ?