How to Deal With Customer Compalints

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. 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 remove any of the negative comments he made. This is damaging to the reputation of the organization.

In any kind of legal proceedings, this can be proven based upon a number of different factors. The most notable include: Making false and derogatory statements about the organization. Demonstrating that it was released to a third party such as a publication to damage the reputation of the firm. Showing that the publisher acted negligently in releasing the information. Illustrating the actual damages in bookings and to the brand image of the hotel. (Tepper, 2011) All of these standards can be met, if Mr.

Ward refuses to remove the comments after a settlement was provided to him. That went above and beyond what he is entitled to. This is a worst case scenario. In general, most people will post items based upon the emotions they are experiencing. Once, they receive something that is favourable and goes beyond what they have, is when they will agree to remove these items. This is because they had a chance to vent and realize that the firm.