In this assignment, I have explained two different scenarios where I have had to solve a customer complaint. I explained what the issue was, how I solved it as well as what I could do to improve.
Roleplay
Evaluation
Scenario 1: Noise complaint.
Context: I was a holiday rep at a hotel and two people came to me and my partner with a noise complaint.
What was the scenario?
The customers complained about the neighbours being too loud, which caused their child to scream all night. Firstly, I started
to resolve this issue by allowing the customers to explain their problem in order for me to fully understand the situation and
find a solution. The customers were clearly aggravated and frustrated by the whole situation, so I listened carefully whilst
maintaining eye contact to show how much I wanted to help. I apologised for the situation and began to explain what we-as a
hotel- could do. As the customers were clearly getting more annoyed with the situation and one began to raise her voice, I
talked in a calm, empathetic tone and stayed professional. I did this to ensure that I did not worsen the situation. As a staff
member at the hotel, it was my role to understand the complaint that is made and then finding a beneficial solution that the
customers see as acceptable and effective.
How did you resolve the issue?
After listening to the customers complaint and understanding the situation, I apologised and offered to move them to another
room if they wanted to solve the issue. I also offered to speak with their neighbours on their behalf. I then explained the hotel
policy to the customers and told them that if this continued, the neighbours would be asked to leave the resort. However, the
customer refused to move to another room and demanded that the others should be moved elsewhere. I once again calmly
explained the situation and I guaranteed that as a hotel, we will take their problem very seriously and will act immediately to
resolve the complaint. I assured them that this situation would not reoccur again in the future.
Skills used and how it’ll help in future:
Whilst dealing with this complaint, the staff must maintain professional whilst understanding the customer and taking
responsibility. They must also try to remain calm to ensure that the situation is controlled and doesn’t escalate. All of these
skills will help in the future, especially in the tourism industry. No matter where you work, you will have to deal with difficult
customers who are actually like the customers in this scenario that I had to deal with. This roleplay gave me an insight as to
how customers can act in situations and how you should act towards them in order to solve their concerns so that they walk
away with a successful solution.
What went well and what could I improve on?
What I think went well during the customer role play was that I remained calm and professional in the stressful situation. This
ensured that the situation was kept under control. This then allowed me to find an effective solution without angering the
customers even more. However, next time, I could have had more confidence and be better prepared. Some of the times, the
customers said things that I wasn’t expecting so I wasn’t sure what to say. As a staff member at a hotel, you need to be
prepared for anything that happens or anything someone says as it is your duty to solve all issues and answer queries.
How well did your group do?
In my opinion, me and my partner worked well together. We both spoke and helped one another when the other needed it
and made sure that there were no major mistakes made by each other. In the end, we ended up finding an effective solution
that benefitted everyone. However, next time, my group could improve on having more power over the situation. In my
scenario, it felt as if the customers had the most power rather than us as they were very demanding and argumentative.
Perhaps if we had done this earlier on, we may have found a beneficial solution at a quicker rate.
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