Properly Respond to Online Customer Complaints During Their Experience

When it comes to online customer complaints, the more promptly you address them, the better. In the hospitality industry, you sometimes have an advantage that other businesses do not. Your guests may be with you for several days, giving you the opportunity to rectify any problems before they even leave your premises.

Keep up with online feedback.

Appoint an employee as a point person to monitor your social media channels and online review sites. Customers who communicate with businesses via social media expect a response within an hour or less, no matter what time of day (or night!) they post. Responding quickly can ensure that customer frustration doesn’t increase.

Put a face to the username

Some forums for internet feedback allow users to be anonymous. That makes it impossible to know which guest you need to reach out to. Respond to them with a private message asking them to identify themselves so that you can speak to them in person or by phone to resolve their complaint quickly. Emphasize that your goal is to take care of their concerns promptly so that they can enjoy the rest of their stay.

Investigate the complaint

This is much simpler if you know exactly which customer posted the complaint, but you may be able to narrow down who it may be based on the time and location of their post. For some issues, you may need to know exactly which room they are talking about. For example If their room wasn’t clean, you’ll need to know which room they are in. If they are talking about slow check-in, or any issues related to common areas, you may be able to address them without knowing who the guest is.

Follow up

Once you have resolved the issue, respond to the customer on the same media where the complaint was posted. Apologize for the difficulty, tell them what action you took and ask them to contact you directly with any additional concerns.

Quick action is needed to keep your guests happy and your reputation intact. Speed is also important when it comes to hiring for your hotel or restaurant. By working with the hospitality recruitment experts at Horizon Hospitality, you can build a strong leadership team and improve the standard of service you provide to your customers. Contact us today to begin your talent search.

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