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In the hospitality industry, customers’ satisfaction is a key factor that organizations must maintain to continue their business. Every service provider has faced problems with customer complaints due to dissatisfaction with services, which happens from time to time. Effective strategies and techniques are very essential for service providers to study, understand, and practice ways to handle customer complaints. Based on my service experience, I found that effective communication is crucial for handling customers who have had negative experiences with the organization or employees who are service providers. With effective communication, the organization can create satisfaction that motivates this group of customers to continue their business with the organization. As it is risky to face customers’ complaints repeatedly, entrepreneurs in the hospitality industry should recognize the importance of effective communication as a measure to handle customers who file complaints of their dissatisfaction.
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