42. When You Can’t Find a Customer’s Res

When You Can’t Find a Customer’s Reservation/Appointment : 

When You Can’t Find a Customer’s Reservation/Appointment By VanSight

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COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd 2 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

The Situation : 

The Situation In any business where the customer needs to make a Reservation or appointment to be served, there’s always a risk or possibility that the reservation or appointment Information may be lost. How you recover from this situation Means the difference between a satisfied customer And one who might complain, argue, vent, and otherwise take up a lot of your time. Situations like this can occur with airlines, hotels, Restaurants, doctors’ or dentists’ offices, or similar environments. 3

Techniques Used : 

Techniques Used 4 Apologize Assurances of Results Bonus Buyoff You’re Right! Contact Authorities

Dialogue : 

Dialogue 5 This situation takes place in a hotel lobby. The customer Arrives with a reservation number, but the hotel clerk has no Record of the reservation. In this example, the employee can accommodate the customer’s needs, but perhaps not without some degree of inconvenience for the customer. Customer: What the heck do you mean, you can’t find my Reservation? I made it at least two weeks ago.

Dialogue : 

Dialogue 6 Employee: I’m sorry for the inconvenience, but it Shouldn’t be a problem to get you into a room even Without the reservation. It should only take a minute or two…. I just need to get some information from you And, once we’re done, I’ll find out what we can do to Compensate you for the inconvenience. Customer: Well, this is stupid. It just shouldn’t happen. Employee: You’re right, it shouldn’t, and once we get You settled I’ll let my manager know about the problem So we can do our best to make sure it doesn’t happen again

Explanations : 

Explanations 7 Since the company has probably made an error, the first Step is to apologize. It’s possible the customer has Made the error, but even in the case where the customer has arrived at the wrong time or place, it’s best to assume The Company has made the mistake, since arguing will alienate the customer and waste more time. In this situation, there is a vacancy, so the problem is relatively minor. The employee wants to communicate as quickly as possible that the customer will be accommodated and the inconvenience will be minor. The employee suggests that the hotel will offer some Sort of compensation, or bonus buyoff, as a concrete indication that the hotel is truly sorry for any inconvenience. The employee may need to follow through on this, perhaps talking with the manager on duty to determine the exact nature of the compensation. The employee uses the “You’re right” technique, emphasizing that she agrees with the customer that this should never have happened. By following this up with a Promise to contact/notify management that the reservation was lost, she solidifies the customer’s perception that the employee and the hotel take these problems seriously. Because the employee does this, it’s more likely the Customer will return to the hotel.

How to Diffuse the Situation : 

How to Diffuse the Situation 8 Customers sometimes get confused about their reservations Or blame their own error on the company. While it May seem unfair to take responsibility for a problem that Is not your fault, which was really caused by the customer, Nothing is gained by arguing with the customer or focusing On who is to blame. Even if you are not personally responsible for a mistake, apologize on behalf of the company.

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