Question 7 -0 1 1- vegetable field-reply to serious customer complaints

After the elimination of the underground water station in the hotel, the water tank and pipeline were cut and treated to produce a lot of pungent smell and smoke, which was seriously complained by the tenant bank and gym.

Short-term organizational goal: solve complaints and improve customer satisfaction.

Medium and long term: build a brand of property services and keep pace with hotel brands.

Short-term personal goal: solve complaints and improve communication skills.

Medium and long term: improve the company system and establish personal brand.

Time span: the construction period is 2 days, and the smell and smoke are heavy in the afternoon and evening.

Comparison of results:

Objective: To solve complaints and improve customer satisfaction.

Results: CCB called the secretary, the secretary came to apologize, the bank left work early and the office staff left early;

The gym property department came forward to communicate and apologize. Without a manager, the front desk staff have a lot of negative emotions and send messages in the exchange group.

Objective reasons:

1. The hotel departments communicated more afterwards, less beforehand, and failed to take precautions with the tenants in advance.

2. There is no necessary ventilation and smoke exhaust measures before construction.

3. Fresh air on the first floor of the hotel during the process

Subjective reasons:

1. After hearing employees' complaints, they also have psychological resistance to tenants' complaints.

2. Lack of the habit of empathy

After the first day, the gym was equipped with smoke exhaust equipment such as electric fans and hair dryers, and all the access doors were opened. The next day, the construction site adjusted the operation time interval; The engineering department changed the strong row on the first floor into a weak row.

Stop doing:

1. Employees complain about rented units.

2. There are endless quarrels between departments

Optimize to-do list:

1. Increase the number of visits, once in the morning and once in the evening, and pay attention to the site situation.

Express sincere apologies

Introduction: increase the communication frequency with engineering department and security department, and get to know the general situation of hotel comprehensive engineering or maintenance.

1. The design function of the store should be considered comprehensively in the early stage of decoration, and the exhaust system of the gym is not ideal during decoration. As a crowded place, safety should be fully considered.

2. The renovation of building hardware facilities should be planned and the construction period should be arranged. If it really needs to be done temporarily, it should also communicate with the property department first, and the property department should communicate with all units.

3. The construction site shall take necessary protective measures to reduce adverse effects.

4. Put yourself in the other's shoes, and deal with your emotions before solving the problem in the face of complaints.