Rami kayyal

HANDLING OBJECTION PROBLEMS

Definition of Complaint

Whats Objection

Personal Belief

It’s a Fear

Indevendince

misunderstanding

Motivation

Excuse

LAST Approach to handling complaints

LListen Attentively

AApologize & Empathize

SSolve the issue on hand (Solution provided)

TThank the Guest

Aware Of Versed Organization POLICIES

Respond with Empathy

Dealing with complaints

Stay positive

Respond quickly

Offer personalised service

Take ownership

without blaming others or

the organisati

on

Follow up

Different concept from LV believes better to exclude?…

Personal Attitude

Price

Other Contacts

Move away

Die 1%

3%

5%

Merchandise

9%

14%

68%

Solving complaints

Win - Win our guests are happy and so

is Us

Always Remember…

If we don’t take care of our customers someone else

will.