Leading Value of this SOP

Good Vibes        

Coming Together     
   

Keeping it Real         

Grandma Approved        

Doing It Differently

Be Grandma Approved in your approach to a guest issue. Treat all guests how you would like your Grandma to be treated. 

Every complaint is a chance to turn it around and spread Good Vibes by finding a solution that works for all. 

As a team we will need to Come Together to solve guest issues. We are one team who must work together to ensure guests leave happy. Each agent must ‘own’ the guest and ensure they are satisfied. 

Keep it Real by getting to the root cause of the issue. Listen, empathise but do not over-promise. 

Step

Action 

Step 1 - Using the L.E.A.R.N Model

 If problems arise, you must follow the LEARN model:

L – LISTEN to the Guest all the way through. Allow them the opportunity to vent their frustrations and/or emotions. Listen for the facts, feelings, and different needs. It is important not to interrupt the Guest.

E – EMPATHISE by relating to the way they feel. It does not mean that you agree with them or that they are right, it simply means that you care about how they feel and you understand their feelings. . Try to put yourself in the Guest’s shoes.

A – APOLOGISE sincerely to show your regret on what occurred. Often times the only thing that angry Guests want is an apology. Even if this was not a mistake you made, apologize to the Guest for the problem and take the responsibility to address the situation.

R – RESPOND immediately to resolve the issue. Provide options in solving the problem and work with the Guest in finding the solution that fits the Guest’s needs. If all options do not satisfy the Guest, ask the Guest how he/she would like the problem be solved. Try to satisfy the Guest to the best you can based on their request. 

-       Empathizing with the guest will enable you to offer a resolution that is appropriate for the issue

-       Remember to always “Own Your Guest” and ensure their complete satisfaction. If you are finishing your shift, you must handover to the next team so the issue is not dropped. 

- Avoid sending generic responses via message. It just makes guests feel that they have not been listened to or understood. 

- You may want to try and troubleshoot the maintenance issue so they can fix the issue quickly themselves. 

N – NOTIFY the relevant team of what needs to be done. Let the Guest know what you have done to solve the problem and always make sure to follow-up to ensure satisfaction. You must log what has been discussed/agreed in writing and create/update the Zendesk ticket. 

-       Identify the problem and solve issue according to Guest needs and appropriate to the complaint

-       If you are unable to resolve the complaint yourself, speak to a supervisor. 

-       Ensure that the issue is followed up

- Thank the Guest for bringing the problem to your attention provide them with the ticket number. 

Step

Action 

Step 2 - Owning a Guest Complaint 

-     When on the phone, stop and break away from whatever you are doing. Even on the phone, it is usually easy to tell when the other person is doing something else or not concentrating. This also shows you are listening. Make written notes to help record details of the complaint. 

This shows the Guest that you are concerned about their problem or complaint and he/she has your undivided attention.

-       Listen to the guest’s complaint thoroughly; do not interrupt.

-       Enable him/her to express his/her feelings. It does not matter if the Guest is wrong in placing blame. The point is the Guest is upset.

-       Rather than fight the guest’s feelings show the Guest you understand their feelings.

-       Gain the trust of the guest, to assure him that you can correct the problem. While listening to the Guest you may  want to make a statement like, “I can understand how you must feel”. Put yourself in the guest’s place.

-       Address the “real” problem. Often, the Guest will communicate a combination of facts and emotions. The real problem may be unclear. Before taking any action, you must find the root to the cause. To get the facts, ask factual questions: what, who, when and where.

-       Once you understand the opportunity completely, react immediately. Nothing reassures any angry or disappointed Guest more than an colleague’s immediate response to a problem. It is important that the Guest actually sees you trying to resolve the Guest’s problem. However, remain realistic and do not overpromise. 

-       Thank the Guest for bringing the problem to your attention and apologise for the inconvenience. By thanking the Guest and apologising, you are continuing to reassure them of your intent to make things right, regardless of who is at fault.

-       When opportunities are beyond your control or authority, do not hesitate to contact another team member who can immediately assist the guest.

-       Never make a promise you cannot keep. Before you assure the Guest of an immediate solution, check the facts and inform the Guest of the actions that will be taken.

-       Make sure the Guest is satisfied. Follow-up with the Guest to be sure the opportunity is resolved/corrected.

-       When being notified of a previous problem as the Guest is departing the home, you should step in and provide some reason for the Guest to return. In such a situation say, “I will personally take care of you on your next visit.” Repeat business, is after all, the key to success in our industry. 

-       All Guest issues and their resolution must be logged in Zendesk. 

If a guest becomes offensive over the phone, you have the right to politely end the conversation. Make sure to give the guest the opportunity to calm down, and provide another person they can speak with.