How we can solve Guest/Customer Complaints : Steps to complaint resolution

1)Provide customers with the opportunity to complain. 2)Give customers your full and undivided attention. 3)Listen completely. 4)Ask the key question: "what else?" 5)Agree that a problem exists; never disagree or argue. 6)Apologize. 7)Resolve the complaint. (Ask again: "what else?") 8)Thank the customer for bringing the complaint to your attention. If you cant give to customer what he/she is asking for, rather than refusing straightaway, give another option.