Empathy is defined as the ability to imagine oneself in another's place and understand the other's feelings, desires, ideas and actions.
Complaint has to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction as the outcome. If we look at the situation or problem from the guest’s perspective, we will be able to better understand their frustration and/or anger. Empathizing with the guest is a good way to handle guest complaints as it shows them that we understand what they are going through. It will help to defuse the situation. The best way to show empathy to guest is by naming the emotion. Bynaming the emotion, expressing understanding and placing ourselves in the guest’s place, we begin the process of diffusing the situation.
