The buzz that’s been going around TikTok as of late has been the now-infamous incident at this Philippine beach resort. Long story short and according to witness accounts, a group of guests, allegedly, became too loud for comfort. What began as a great holiday for many turned into a scream fest that left everyone distressed – management included.
Behavior such as this is unusual for the Philippine setting. Pinoy guests tend to be subdued. Nakakahiya sa kapitbahay (It’s embarrassing). And many respect authority from the get-go. But regardless of whether the guest is a local or a visiting foreigner, how should anyone handle a situation like this?
The hotel is mum about it, and the guests concerned have been radio silent. (Though it seems that they left early the next day.) Netizens have been posting their two cents worth online. “Management should have been more proactive, and kicked them out early on.” “The unruly guests were obviously rude and crass, not showing them the door is a total disrespect to the other guests!” “They should have rented their own resort!” And so on. But after the dust settles, what protocols should be in place to prevent the same from happening in the future?
Anyone in the service industry will tell you that customers can be offensive for many reasons. Many of them will be irrational even! But if you’re in customer care, how you respond can make a difference between gaining advocates and losing the business.
Here’s what to keep in mind.
Anyone who behaves in an unruly manner, not only affects others but also poses a risk to the safety of fellow patrons and staff in the surrounding area. From the outset, set clear boundaries even if you have to talk about the obvious. “Boisterous laughter, disorderly behavior, and playing of loud music are not allowed.” Tell them what is unacceptable and designate an area for certain functions. While it may be awkward to come across as unfriendly or unaccommodating, oftentimes, direct language early on is much kinder versus kicking them out.
As with dealing with clients online, staying calm is key. Taking the situation personally is a no-no. Often, hurtful comments made by irate customers are not meant to attack directly but are only a result of them being mad. Listen to understand. When everyone is irate, it becomes more difficult to discern who’s in the wrong.We teach our agents at NEARSOL to follow this practice.
In the same light, offer solutions to all parties involved. Perhaps a discount voucher for the affected patrons or a free meal they can claim during the slower hours (coupled with a sincere apology) can de-escalate the situation.
At any rate, an immediate resolution is key as this can prevent negative publicity online and off. In this case, what is involved is unruly behavior. This is behavior contrary to public order, peace, and expectation. It is behavior that disturbs and interferes with the comfort of others in a public setting (including licensed venues). Obnoxious behavior includes (but is not limited to) behavior that poses a risk to others, physical and verbal acts of aggression, indecent acts, sexual harassment, and other offensive acts. Note that a person doesn’t need to be intoxicated for them to be removed from the premises. If removal is necessary, make sure that a proper, respectful warning has been given before escalating it to the proper authorities.
This is an interesting case study for anyone who is thinking of making customer service a career. Handled properly, difficult scenarios are also opportunities to gain loyal customers. It’s a challenging career, to say the least, but knowing how to meet situations like these head-on sets you up for success and prepares you to tackle bigger issues down the line.
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NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. It began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning numerous awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition.
The Great Place to Work-Certified™ Recognition is a global accreditation that tells stakeholders what employees think of the company culture. In brief, it says a lot about the happiness and productivity index in NEARSOL. Certification means people are happy working here and that leadership trust is palpable and real.
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