What should I do if the hotel waiter's mistake causes customer complaints?

The perfect service of hotel waiters is an ideal state, but in real life, waiters will inevitably have such problems in the service process. No matter who is out of date, the only thing a service industry should do is to bear the responsibility caused by service mistakes and take corresponding remedial measures to win the second satisfaction of customers, otherwise it will face the crisis of customer loss.

Ordinary customers will probably take some measures when they encounter service mistakes in hotels, such as: 1, and customers will directly complain or complain; 2. Complain to family, neighbors, relatives, friends and even all familiar people and spread bad information to them. This kind of negative propaganda is very harmful, and it often enlarges the problem. 3. Complain directly to the management departments such as the Consumers Association. If the introduction causes media reports, the situation will be difficult to control.

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1, can't argue with customers. When we encounter customer complaints, we should listen to customers' opinions and don't quarrel with them. Arguing with customers is not conducive to easing the bad mood of customers, and there is no doubt who is right or wrong. The result will only intensify contradictions and make customers who are already dissatisfied even more dissatisfied. Our duty is to bring back those customers who are already dissatisfied. According to expert statistical analysis, the benefits of seeking customer satisfaction and even making necessary compensation to customers will be several times the compensation cost.

2. The earlier the treatment, the better the effect. After the service error occurs, it should be dealt with at the first time. The longer the time, the greater the Shanghai of customers, and the customer's loyalty will be severely tested. Therefore, we must formulate corresponding systems to strengthen our management.

3. Respect customers' feelings. The customer complained, which means that we must have done something wrong or not, so we must emphasize our understanding of the customer. We want them to feel that they are shopping in their own stores, they enjoy full freedom, they are shopkeepers, and we are just people who serve them. In particular, when they are under economic pressure, we try our best to understand the feelings of our customers. This acquiescence helps to relieve customers' irritability and dissatisfaction, and lays a good emotional foundation for us to handle the problem satisfactorily in the next step.

Hotel is a service industry, so employees' service consciousness directly determines customers' satisfaction, and employees' behavior will directly affect the service quality that customers feel, and then affect the reputation of the whole company. Therefore, the education and training of employees is the core. The content of education is not mechanical theoretical preaching, but the psychological construction of employees. Training should focus on practice, and both are indispensable, especially the skills of employees in handling customer complaints.