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CUSTOMER SERVICE What should I do if I have a problem with the Hotel? What information
should I have if I need to contact the Hotel’s customer service
department? Speak with the front desk, explain the problem and ask for it to be fixed. If you can think of a satisfactory solution to the problem, suggest it to whoever is working with you. Allow for a reasonable response time considering the nature of the problem. Don’t play the "big shot" game unless you are one. "Do you know who I am and how often I stay with your Hotel?" might be greeted by yes, once over the last two years. Computers are doing a wonderful job keeping track of customers and they may have your information right in front of them. If you try to fake them out by acting like a big shot, they might just think you are tying to get something for nothing and doubt your whole story. You are their customer and that is enough to demand good service. Remain calm and keep it business like. Don’t make it a personal attack against the person who is trying to help you. The person is human and your professionalism will bring you better results than unleashing your anger. If you don’t feel the person whom you are dealing with is helpful, ask to see a supervisor. Calmly explain your situation to the supervisor and allow them to fix the problem. If you have gone up the local chain of command and are still unhappy, contact the Hotel’s customer service department. What information should I have if I need to contact the Hotel’s customer service department? Write soon after the incident, while the information is fresh and you are still within any time limits. Include as much specific information as possible when describing the problem. The date, location and time of the incident. Your name, reservation or confirmation number. Keep the originals, but include copies of any relevant paperwork. Name, title, employee number or physical description of those you dealt with if you have them. A description of the actions taken by those involved. If you doubt that you were treated according to proper company policies or feel those policies don’t provide for proper customer service; question the customer service department about your treatment. Include the effect this problem will have on your past and future impressions of the company. But, don’t baselessly threaten "In any case, I’ll never use you again", they might just write you off and leave you unsatisfied. If you can think of a satisfactory solution to your problem, suggest it to the customer service department to give them a chance to win back your business. Include your name, address and a telephone number where they can reach you with their response.
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