i. Listen carefully: When guest complaints, do not interrupt, listen carefully and do not give excuses. The guest is angry and to lessen the anger, let him tell you the entire problem.
ii. Clarify: If the staff are in doubt about the specific problem their guest, then do not guess his problem but, clarify it by asking questions and understanding the nature of problem
iii. Act immediately: Take immediate action and take the action in front of the guest so that he feels that he is taken care of.
iv. Follow-up Merely taking action is not sufficient, so follow-up with the other departments, to check if the complaint has been handled properly.
