How to deal with guest's complaints correctly

First of all, correctly understand the complaint.

Complaint is an expression that customers are dissatisfied with the services provided by service providers.

Grass-roots managers should welcome complaints and take the process of handling guest complaints as an opportunity to improve management and service. For most hotel staff, accepting guests' complaints is not a pleasant thing. However, it should be recognized that most guests will never complain easily. They just buried their dissatisfaction in their hearts and won't visit this hotel next time. Or tell your relatives and friends about your dissatisfaction. In this way, we lost a group of customers invisibly. Guest complaints make us realize our mistakes, which is an opportunity to improve the quality of service. Properly handling customer complaints is a good opportunity to make friends with customers, thus cultivating repeat customers and even loyal customers. Properly handling guest complaints can make guests feel that the hotel attaches importance to him and handles things efficiently, thus establishing a good image of strict management and perfect system in the hearts of guests. This is the promotion of the hotel.

Receiving guests who complain is a challenge for both service personnel and management personnel. In order to make the reception of complaining guests less difficult, make your work easier and satisfy the guests at the same time, you must master the procedures, methods and art of handling guest complaints.

In order to correctly and easily handle guest complaints, we must be psychologically prepared to receive the complaining guests.

First, establish the belief that "the guest is always right". Generally speaking, when guests complain, it means that there is something wrong with our service and management. And guests are unwilling to complain in person unless they have to or can't stand it. So first of all, we should think about the guests, establish the belief that "the guests are always right", and think about it in another role: if you are this guest, how do you feel when you encounter this situation in the hotel? What's more, in the hotel industry and even the whole service industry, we advocate that in many cases, "even if the guest is wrong, the right should be given to the guest." Only in this way can we reduce our hostility with our guests. This is the first step in dealing with guest complaints.

Second, we should master three kinds of complaints about guests, that is, seeking to vent, seeking respect and seeking compensation. Complaining about guests usually has three kinds of mentality. One is to show off your anger. When a guest meets something irritating in the hotel and complains that his ileum is not unpleasant, he will complain. The second is to seek respect. In a sense, problems with software services or hardware facilities are a sign of disrespect for guests. Guests complain in order to save face and gain respect (sometimes, even if the hotel is not at fault, guests will complain in order to show their identity or be different or "behave" in front of colleagues); Thirdly, in order to seek compensation, some guests can complain whether the hotel is at fault or whether the problem is big or small. The real purpose is not the fact itself, not to vent or respect, but to seek compensation, although he may repeatedly emphasize that "it is not a question of money." Therefore, when receiving complaints from guests, we should correctly understand and respect the guests, give them an opportunity to vent, and don't have unnecessary disputes with them. If the real purpose of a guest's complaint is to seek compensation, it depends on whether you have the right to do so. If you don't have such authorization, you should ask the superior management to receive the complaining guests.

Third, the basic principles of handling complaints

Hotel employees should have a correct understanding of complaints. It is normal for guests to complain about the hotel, which is also a sign of their trust in the hotel. Correctly handling complaints is a necessary guarantee to improve service quality. Therefore, waiters should pay attention to the following three basic principles when dealing with guest complaints:

(1) Sincerely help guests solve problems.

Guest complaints indicate that there are loopholes in the management and service of the hotel, indicating that some needs of the guests have not been taken seriously. The waiter should understand the guest's mood, sympathize with the guest's situation, try to identify with and meet the real needs of the guest, and help the guest solve the problem sincerely. Only in this way can we win the trust and goodwill of the guests and help solve the problem.

(2) Never quarrel with the guests.

When a guest comes to complain in anger, he should first choose a place to properly handle the complaint and avoid accepting the complaint in public. Secondly, you should let the guests finish their sentences, then apologize for what happened to them and thank them for their concern for the hotel. When the guests are emotional, the service staff should pay more attention to politeness and never argue with the guests. If you don't give the guest a chance to complain and try to be brave, on the surface, the waiter seems to have won, but in fact he has lost, because when the guest is proved to have made a mistake, he will never come to our hotel again next time. Therefore, the waiter should try his best to calm the anger of the guests and ask the management to come to receive the guests and solve the problems.

(3) It does not harm the interests of the hotel.

When answering the guest's complaints, the waiter must pay attention to logic, and can't pass the buck and belittle others or other departments at will. Because taking this approach will actually put the waiter in a contradictory position. On the one hand, I hope that the mistakes of the hotel can be forgiven by the guests, on the other hand, I blame a certain department of the hotel. Secondly, apart from the loss or damage of guests' property, refund and fee reduction are not the most effective ways to solve the problem. For most of the guests' complaints, the hotel solves them by providing face-to-face extra services and caring, understanding and caring for the guests.

Four. Complaint type

1, guest complaints can be summarized into the following four categories:

(1) Equipment complaints

Guests' complaints about hotel facilities mainly include: air conditioning, lighting, water supply, power supply, furniture, elevators, telephones, etc. Even if the hotel has established a system of inspection, repair and maintenance of all kinds of equipment, it can only reduce the occurrence of such problems, but it cannot guarantee to eliminate all potential problems of equipment. The best way for service personnel to accept customers' complaints about equipment is to go to the site immediately and then take measures according to the situation. Afterwards, the service personnel should call the guest again to confirm that the guest's requirements have been met.

(2) Service attitude complaints

The complaints of the guests about the service attitude of the service staff mainly include rude language, irresponsible reply or behavior, indifferent attitude, indifferent reception method and excessive enthusiasm. As the service staff and guests are composed of people with different characteristics, such complaints are prone to occur at any time.

(3) service quality complaints

Service quality complaints mainly refer to complaints about service speed (i.e. service efficiency) and accuracy. For example, the service staff did not provide services on a first-come-first-served basis, the room manager assigned the wrong room, the mail was not delivered to the guests in time, the luggage was not helped to carry, the switchboard was slow to transfer calls, and the wake-up service was not timely. , are all complaints about hotel services. Such complaints are particularly prone to occur when the hotel reception task is busy.

The best way to reduce customers' complaints about service attitude and quality is to strengthen the training of service personnel. Most waiters don't mean to be rude to their guests, and some waiters even do bad things with good intentions. They often don't expect that their reception service will make guests dissatisfied in advance. Therefore, it is very important to train them in customer service attitude, knowledge and skills.

(4) Complaints about abnormal events

I can't buy air tickets and boat tickets, the plane can't take off on time because of the weather, the hotel rooms are fully booked, and so on. They are all complaints about unusual events. It is difficult for the hotel to control such a problem, but the guests hope that the hotel can help solve it. Service personnel should try their best to help solve the problems within their power. If there is nothing you can do, you should tell the guests as soon as possible. As long as the attitude of the service staff is sympathetic and reasonable, most guests can understand.

2, according to the characteristics of the complaint classification:

First, typical complaints.

B. Atypical complaint: This kind of complaint is often inadvertently mentioned by the guests. It has no meaning of complaint, but it is also a complaint.

C. Implied complaint: This kind of complaint usually comes from the guest's praise of the hotel.

D. critical complaint: the complainant is dissatisfied, but his mood is relatively calm. He just told the other party about this dissatisfaction and didn't need the hotel to make any promises.

E. Defendant's complaint: The complainant has been angered and emotional, and asked the defendant to make some promises.

Verb (abbreviation for verb) the procedure for handling guest complaints.

(1) Listen carefully.

After listening to the guest's complaints, you should apologize for the guest's experience (even if the guest's response is not completely true, or the hotel is not at fault, at least the guest feels uncomfortable and unhappy), and at the same time express sympathy and understanding for the guest's experience. In this way, the guests will feel respected, and it is not unreasonable for them to complain. At the same time, the guests will feel that you are standing with him instead of standing on the opposite side and talking to him, reducing the confrontational mood.

(2) keep calm.

When complaining, guests are always reasonable. Don't contradict the guest's opinion. Don't argue with the guests. In order not to affect other guests, guests can be invited to the office, and it is best to listen to their complaints alone. Private conversations tend to calm guests down. The final settlement of complaints can only be carried out in a "calm" state. Therefore, when receiving complaints from guests, we should first remain calm and rational, and at the same time try to eliminate the anger of guests. For example, please sit down and talk slowly, join in and bring a cup of tea to the guests. At this time, we should pay special attention to the following points, otherwise it will not only not eliminate the anger of the guests, but also add "qi" to the "qi" of the guests, which will add fuel to the fire.

(3) show sympathy.

You should put yourself in the guest's shoes, express your understanding and comfort them with appropriate words, such as "thank you for telling me this", "I'm sorry about this incident" and "I totally understand your feelings". Because the guest's complaint has not been investigated at this time, I can only express my understanding and sympathy to the guest, and I am not sure that it is the hotel's fault.

(4) give care.

We shouldn't take a "roll with the punches, roll with the punches" attitude towards the complaints of our guests. You should use the words "I'm sorry this happened to you" to express your concern about complaining about the guests. In the process of talking with guests, pay attention to address the guests by their names.

(5) Do not transfer the target.

Don't casually extend the questions raised by the guests, don't blame others, don't pass the buck and never blame the guests.

(6) record the main points.

Recording the main points of the guest's complaint, including the content of the guest's complaint, the guest's name, room number, complaint time, etc., can not only slow down the guest's speaking speed and ease the guest's mood, but also convince the guest that the hotel attaches importance to the problems he reflects. In addition, the recorded data can be used as a basis for solving problems.

(7) Tell the guests about the measures to be taken and get their consent.

If possible, ask the guest to choose a solution or remedy. Never tell your guests that you are powerless, let alone make unrealistic promises to them.

(8) Tell the guest the time needed to solve the problem.

It is necessary to fully estimate the time required to solve the problem. It is best to tell the guests the specific time, unambiguous, and avoid underestimating the time to solve the problem.

The person who receives the guest's complaint is not necessarily the person who actually solves the problem, so it is still a question mark whether the guest's complaint is finally solved. In fact, many guests' complaints have not been resolved. If it can't be solved at the moment, leave your name and contact number and give them an answer when the matter is solved. If it can't be solved, give them a reply, explain the reason and ask them if they need other help.

Therefore, it is necessary to track the handling process of complaints and pay attention to the handling results.

(9) Communicate with the guests again, ask the guests whether they are satisfied with the handling result of the complaint, and thank them at the same time.

(10) Statistical Analysis of Complaints

After handling the complaint, the relevant personnel, especially the management personnel, should not reflect on the occurrence and handling process of the complaint. Is it accidental to analyze the occurrence of complaints? Still inevitable? What measures and systems should be taken to prevent recurrence? In addition, is this complaint handled properly? Is there any other better way to deal with it? Only in this way can we continuously improve the service quality and management level, and truly master the methods and art of handling guest complaints.

Guest complaints help hotels find problems in service and management, and are a lever for hotels to improve service quality and management level. Therefore, hotels should attach great importance to guest complaints, strengthen guest complaint management, do a good job in basic work such as guest complaint records, and take measures or formulate relevant systems for guests on a regular basis (monthly, quarterly or annually) to fundamentally solve problems and continuously improve service quality and management level.

Matters needing attention in handling complaints with intransitive verbs

1, quick response. You should arrive at the scene as soon as possible, solve the problem as soon as possible, and give the guest an answer without delay.

The golden management theorem of 1: 10: 100 is put forward here. It means: if a guest asks a question, it will be solved on the same day, and the cost will be 1 yuan, and it will be 10 yuan until the next day. A few more days may cost 100 yuan.

2. When handling complaints, pay attention to listening. Pay attention to "visual contact" when listening and pay attention to your facial expressions. Because facial expressions reflect your feelings. Guests can feel your reaction to this matter from your facial expression. If the management who handles the complaint is impatient or does not approve, the guests will definitely be dissatisfied and hostile to you. Managers should listen, watch and figure out what the other person's attitude is, what he cares about and what he wants from you.

Try to calm the guest's anger, transfer the guest's anger by changing the subject, and never argue with the guest. Don't prevaricate or quibble about the fault that obviously belongs to the hotel. If possible, it's best to talk to the guests alone. If necessary, you can ask more senior managers to apologize.

4. When talking with guests, control your emotions, keep calm and patient, and pay attention to the gentle and natural tone.

5. Fully apologize. The best way to express your apologies is to apologize in person and communicate with the guests in depth.

6. Fully show concern. The case shows that overseas Chinese families in the United States have to check out because of loud noise and poor rest. The assistant lobby manager celebrated her daughter's birthday and showed her grandmother the house. Thanks for your hard work.

7. Try to solve the guest problem.

8. Sincerely thank the guests who complained. When dealing with guest complaints, we must follow up until the guests leave and are satisfied.

9. When the negotiation with the complaining guest is deadlocked, you can invite a third party (the guest's friend) to coordinate the handling.

10 When a guest's request is beyond his authority and cannot be handled, he should report to his superior in time.