Complaints In Customer Service

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Customer complaints Dealing with complaints Recording complaints Following up a complaint Keeping track of complaints Key skills in hospitality and catering A complaint can be costly for the business – but it can have a positive outcome. This all depends on how it is dealt with by members of staff. If a customer is unhappy and given bad customer service, then they may never return. Worse still, they are likely to tell others about the bad service they were given, and so put off potential customers. If a complaint is dealt with in a positive manner and the customer feels they have received very good customer service, then they may forget about their bad experience and may even promote the business because of the excellent service they…show more content…
6 | Key skills in hospitality and catering | Customer complaints Here is a pie chart for the bar data: Poor quality 31% To turn your data into a pie chart, you first need to work out the size of each segment. To do this, you need to work out what percentage of the whole pie each total represents. ‘ Look for patterns in complaints ’ Here’s how you carry out the calculation using the total bar complaints for the year as an example: There is a total of 26 bar complaints over the 12-month period. Eight of these are about poor quality. We can show this as a fraction: 8 –– ––– 26 You can convert this to a percentage as follows: 8 x 100 –– ––– 26 You can simplify the calculation by dividing 8 and 26 by 2, like this: 4 x 100 = ––– –– 13 400 = 30.76% –––––– –––––– 13 If you round up 30.76 to the nearest whole number, you get 31. The number of complaints concerning quality therefore represents 31% of the total. Now work out the percentages of bar complaints from ‘overcharging’ and ‘staff-related’ and write them on the pie chart. Overcharging:…show more content…
Customer complaints | Key skills in hospitality and catering | 7 Analyse complaints records Look for patterns in complaints, such as: • • • • • recurring causes of complaints – in our example, poor quality was a significant cause of complaint in the restaurant system problems – for example, staff handover at a busy period costs of dealing with the complaints staff issues and any additional staff training required reputation of the business. If you get the opportunity, it is also useful to keep a record of complaints after introducing any changes to your service. You can then compare pie charts and note whether or not the level of complaints has reduced, i.e. whether or not your changes have been effective. Links to

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