Reflective

Services are now dominating the global economy. (Berry, Shankar, Parish, Cadwallader, Dotzel 2006) Complaint solving and learning from them are must be ability for hospitality employees. A complaint usually is defined as a dissatisfaction of occurring situation where immediate response or resolution of the upcoming problem is expected. In this reflective account I will look closely why dealing with complaints and learning from problems are crucial for organisations and how even one small complaint can affect huge organisations in a way where recovery is very slow. (Simmons, Brennan 2013) Also reflective account will look how my own understanding and knowledge about complaints and learning from them has changed during the start of the module and placement.

While going through my online module, from researching the reading materials I have learned all new things about dealing with customer complaints and learning from them. The process of learning was independent reading from provided materials, in which case I think I learned the most, every week researching and analysing readings on upcoming topics. Great benefits I took from my group work, for assignment 1 during topic 3, when we spent time researching deeper the topic, both independently and also together discussing researched materials. Complaints are hard to deal with; every customer is different in so much ways, from nationality to religion. For one something can be accepted, while other cannot withstand it. At this point, now I can point the major qualities I have researched during the semester for my own knowledge, qualities person should have to work and deal with every customer successfully in hospitality industry, as Mayo and Thomas-Haysbert (2005) states communication a...

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...ganisations will give one some complaint more than needed, the guest/customer will their his friends ‘hey, look at me, I just complained and got ... ‘ and the friends will say their friends etc, and then everybody will go to this organisations and will try to do the same so they would go out as a winners. In my opinion all organisations should set their complain budget, depending on complaint size, validity (maybe customer lying). So, there would be a strategy and a options how to deal with the complaint. Also I agree definitely that complaint must be resolved immediately.

(23/03/2014) At the end I am sure that in a university/academic environment with face to face lectures I would study much better and learn a lot more about the topics. In overall this module I found interesting how it not only learned us customer experience topics but time management as well.