Page 27 - EmpHandbook

HOSPITALITY SERVICES

SERVING FOR is the first key
Your attitude
HOSPITALITY SERVICES to customer
satisfaction.

Staff Empowerment

It is the firm belief of the Hospitality Service Leadership Team that our front-line staff are the back-bone of the
organization. Each and every one of you is EMPOWERED to make decisions on the spot to ensure customer
satisfaction.

How to handle concerns
and complaints

Build rapport, not resistance

• Listen actively without interrupting.
• Listen for the main idea or concern. They may
bring up more than one point.
• Be open–make eye contact, practice open body
posture, nod your head to convey you understand
their request or concerns.
• Avoid sarcastic remarks.
• Acknowledge their emotions, show empathy
• Ask questions to clarify your understanding.
• Apologize for the problem or for
their inconvenience.
• Let them know you’re there to help.
• Try to solve the problem.
• Offer an alternative.
• If you are unsure, ask.
• Thank the customer for bring the issue to us so
we are able to not only only fix the problem but to
learn from it.

When complaints arise, don’t get defensive. Stay
calm and cool. If you feel your control slipping,
excuse yourself and get a Supervisor.

Example: “I think a Supervisor could best help with
your concern. One minute please.” A Supervisor “We were born with two ears
retains the right to waive policy based on their and one mouth. As we use
judgment.
Let your customers know about our feedback tools, them in that proportion, we
Foodcomments@uwo.ca and TxtandTell. They are establish rapport and improve
effective! communications”.
If you encounter verbal abuse i.e.: offensive language;
let your Supervisor know immediately. An incident - J. Douglas Edward.
report will be filed.

PROFESSIONAL STANDARDS (26) EMPLOYEE HANDBOOK