How to Deal With Customer Compalints Essay

Open, View, and/or
Download this Document

Total Length: 725 words ( 2 double-spaced pages)

Total Sources: 3

Page 1 of 2

Crisis Action Plan

First, the manager must look at the tweets, video and comments that were left online. This will allow him to see what is happening from Mr. Ward's perspective and determine if there is any kind of employee wrongdoing. This is when the manager must talk about what happened with the employees involved. They will be shown the video, tweet and reviews. After this, is when they will asked what happened and why the reacted the way that they did. The manager must remain calm and unemotional throughout the process. This is designed to reduce the underlying amounts of tension and help everyone to take a step back

Next, it is imperative to speak with Mr. Ward directly. This means calling him and talking about the issues he is dealing with. During this process, it is important to let Mr. Ward vent his frustrations and agree with him. This will allow him to release the pent up emotions he is feeling from the events related to the overbooking. After he calms down, is when the manager should tell him that he will investigate the situation and call him back within an hour. At this time, he must ask him to refrain from saying anything more that is derogatory about the hotel, its staff and his experiences.

Stuck Writing Your "How to Deal With Customer Compalints" Essay?

View All Our Example How to Deal With Customer Compalints Essay

Have A Custom Example Essay Written

This will ensure that the situation is quickly resolved from behind the scenes.

After this, the management must create a win -- win situation for all parties. The best avenue is to offer to cover the full expenses Mr. Ward has from the overbooking. At the same time, it is imperative to go one step further by giving him three free nights in the future. Then, apologize for what is happening and reassure him that will never take place again. In exchange, the manager must ask Mr. Ward to remove the negative comments, video and review. This is because the situation is resolved and he has to show that he is not going to slander and liable the hotel.

If he refuses to do so, the manager should proceed with the agreement and forward the situation to the hotel's legal counsel. They will peruse him based upon the fact that he is engaging in liable and slander. To achieve these objectives, the firm's attorneys can show that after resolving the situation and Mr. Ward accepted the offer and then he refused to….....

Show More ⇣

     Open the full completed essay and source list


OR

     Order a one-of-a-kind custom essay on this topic


sample essay writing service

Cite This Resource:

Latest APA Format (6th edition)

Copy Reference
"How To Deal With Customer Compalints" (2015, December 05) Retrieved June 5, 2026, from
https://www.aceyourpaper.com/essays/deal-customer-compalints-2160856

Latest MLA Format (8th edition)

Copy Reference
"How To Deal With Customer Compalints" 05 December 2015. Web.5 June. 2026. <
https://www.aceyourpaper.com/essays/deal-customer-compalints-2160856>

Latest Chicago Format (16th edition)

Copy Reference
"How To Deal With Customer Compalints", 05 December 2015, Accessed.5 June. 2026,
https://www.aceyourpaper.com/essays/deal-customer-compalints-2160856
   

Open, View, and/or
Download this Document
order custom essay example