1. Rami kayyal
HANDLING OBJECTION
PROBLEMS

2. Definition of Complaint

3. Whats Objection
Personal Belief

4. It’s a Fear

5. Indevendince

6. misunderstanding

7. Motivation

8. Excuse

9. LAST Approach to handling
complaints
L
Listen Attentively
A
Apologize & Empathize
S
Solve the issue on hand
(Solution provided)
T
Thank the Guest

10. Aware Of Versed Organization
POLICIES

11. Respond with Empathy

12. Dealing with complaints
Stay
positive
Respond
quickly
Offer
personalis
ed service
Take
ownership
without
blaming
others or
the
organisati
on
Follow up

13. Different concept from LV believes
better to exclude…?
Personal
Attitude
Price
Other Contacts
Move away
Die 1%
3%
5%
Merchandise
9%
14
%
68
%

14. Solving complaints
Win - Win
our guests are happy and so
is Us

15. Always Remember…
If we don’t take care of
our
customers someone else
will.