Contradictory handling of hotel service

Generally speaking, after a service error occurs, customers often take the following three corresponding measures: First, they will directly complain or complain, which is generally handled by the corresponding customer service department of the hotel. This situation is more beneficial to the hotel. Because this is a virtuous circle, at least let us know that we have not done enough in some places, and we can take corresponding measures to improve it and make it further perfect. If customers don't tell us, continue to keep silent, or because they are dissatisfied, they think we are hopeless and go straight to their competitors without saying a word, which is even more terrible. We don't even know where we are wrong, because the customer ran away and took all our mistakes away, and we were kept in the dark forever. There was no chance to turn over a new leaf, even until we were squeezed out of the market. I don't know why. Secondly, customers complain to family, neighbors, relatives, friends and even all familiar people and spread bad information about our hotel to them. This kind of negative publicity is very harmful and tends to magnify the problem. Passing this negative impact on others, the only result is that we have lost more potential customers, even prospective customers. The third is to complain directly to the management departments such as the Consumers Association. If it indirectly causes media reports, the situation will be difficult to control. Therefore, in order to safeguard the interests of enterprises and cultivate customers' loyalty, we must deal with customers' complaints and even complaints at these critical moments. We must understand that the purpose of this is to establish a long-term cooperative relationship with customers, not short-term cost savings. When dealing with customer complaints or complaints, our remedies should focus on customer loyalty, not just thinking that we are dealing with a customer complaint. We should regard the failure of our service as an opportunity to strengthen customer relations. Experts show that those dissatisfied customers will eventually have higher satisfaction than those who are satisfied for the first time after experiencing a high level of excellent service recovery, and may patronize again. Moreover, there is a linear causal relationship between customer satisfaction and corporate profits. Practice has proved that 90% of the profits of manufacturers come from ordinary customers, 3/ 10 from satisfied customers and 6/ 10 from loyal customers. There are some necessary principles to follow when dealing with customers' complaints and complaints. First, you can't argue with customers. Our aim is to listen to the facts and then seek a solution. Argument will only hinder us from listening to customers' views, which is not conducive to alleviating customers' bad emotions. Authorities pointed out: "98%-99% of customers are convinced that their criticism is correct." Therefore, there is no doubt about who is right or wrong. As a result, it 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. Expert statistical analysis shows that the benefits of seeking customer satisfaction and even making necessary compensation to customers will be several times the compensation cost. Second, respect the feelings of customers. Customer complaints indicate that we must have done something wrong or broken. Therefore, we must emphasize the understanding of customers and make them feel that they are shopping in their own stores. They enjoy full freedom. They are the owners and we are just people who serve them. Especially when they are under the pressure of economic psychology and time in shopping, we try our best to identify with customers' feelings. This tacit way helps to alleviate customers' irritability and dissatisfaction. Lay a good emotional foundation for us to deal with the problem satisfactorily in the next step. Third, the earlier treatment, the better the effect. After the service error occurs, it should be handled at the first time. The longer the time, the greater the harm to customers and the more serious the test of customer loyalty. Therefore, we must formulate corresponding systems to strengthen our management. In this regard, the "four systems" principle of a foreign-funded catering enterprise sets an example for us, that is, "to advocate general questions, we must answer them within three days; Complex questions must be answered within one week; Unresolved written reply system; 20 yuan's one-day delay fine system. "Facts have proved that the benefits of doing so are enormous. President hotel ritz, who won the American Service Enterprise Quality Management Award, created the so-called "1-100" service rule, that is, after the service failure occurs, the enterprise only needs to spend one dollar for on-site solution, but the handling fee is10 dollars the next day, and then it rises to 100 dollars. Cultivate a well-trained workforce. Enterprise operation begins with "people" and ends with "people". People's problems account for more than 80% of enterprise problems. We should establish the concept of employees first. Front-line employees are the embodiment of service, and employees have the highest contact with customers. The behavior of employees will directly affect the service quality that customers feel, and then affect the reputation of the whole company. We should be kind to our employees and kind to our customers. Companies with excellent service have a warning: those who don't directly provide services to customers had better provide services to those who do, so as to unite all employees and promote customer service. Therefore, the education and training of employees is at the core. The content of education lies not in mechanical theoretical preaching, but in the psychological construction of employees. Training should be more important than practice, and both are indispensable. Only in this way can we gradually cultivate customer loyalty and let customers agree with our service concept: customer first, customer first. Then, in the future competition, we will be prepared and invincible.