A quite effective method for handling customers who complain is the CARP method, which stands for: Control, Acknowledge, Refocus, Problem solve. Let's look at the steps in detail:
Control: Imagine you're working at the reception of a hotel, and an angry guest approaches to complain about the cleanliness of their room. The first step is to remain calm and focused. We listen carefully to the complaint without reacting defensively and maintain a professional demeanor to convey that their concerns are being taken seriously.
Acknowledge: We show empathy and acknowledge their feelings. We inform them that we understand their dissatisfaction and commit to addressing the problem promptly, for example: "I'm truly sorry to hear that you're not satisfied with the cleanliness of your room. Please accept my apologies for any inconvenience this has caused you. Your comfort and satisfaction are important to us, and we want to make things right."
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Refocus: We shift the focus from the problem to the solution. We reassure the guest that their complaint will be effectively resolved and that we are here to assist them, for example: "We're here to help resolve it for you. Let's see what we can do to make things right." We provide alternatives to mitigate their dissatisfaction and restore their trust in our company.
Problem-Solve: We work together with the guest to find a satisfactory solution to their problem. After addressing their concerns and offering a solution (e.g., changing room), we follow up with them to ensure they are satisfied with the solution. We offer a sincere apology again, express gratitude for their understanding, and offer something extra (e.g., complimentary meal).