How to complain if the clerk has a bad attitude?

Basic principles for handling complaints Hotel employees should correctly understand complaints. It is normal for guests to complain about the hotel, which is also a sign of trust in the hotel. Correctly handling complaints is a necessary guarantee to improve service quality. Therefore, when dealing with guest complaints, waiters should pay attention to the following three basic principles: (1) Help the guests to solve the problem of guest complaints sincerely, indicating 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 argue with the guests. When guests come to complain in anger, they should first choose the place to 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 shirk responsibility 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.

Extended data:

Complaint process of poor attitude of shop assistants

First of all, it is recommended to collect relevant information and complain to the counter boss first. Secondly, you can also complain to the trading platform. Third, you can also find a third-party complaint platform to complain. Finally, you can complain to Quality Miles, or call the complaint telephone number of the industrial and commercial department 123 15 to report the solution, and so on.

Legal basis: Article 6 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests is the common responsibility of the whole society to protect the legitimate rights and interests of consumers. The state encourages and supports all organizations and individuals to conduct social supervision over acts that harm the legitimate rights and interests of consumers. The mass media should do a good job in propaganda to safeguard the legitimate rights and interests of consumers, and conduct public opinion supervision over acts that harm the legitimate rights and interests of consumers.