Complaint letter reply model essay

The reply to the letter of complaint is as follows:

Dear guests,

Hello! Thank you for your evaluation of our hotel service. I apologize on behalf of our hotel. We are very sorry for the mistakes of employees, and we will definitely strengthen the management of employees.

Our enterprise firmly believes that one truth is "100- 1=0". She has two meanings: first, the products sold by the hotel are purchased by various service items, and each service product, such as rooms, restaurants and entertainment, represents a whole hotel image. If any product has quality problems, it will not only damage the reputation of this product, but also the reputation of the whole hotel, so 100- 1=0.

Second, when a guest stays in a hotel for consumption, his consumption items are purchased by various service items. If the customer is dissatisfied with any service item, their satisfaction will not be reduced by subtraction, but will be completely denied, because he can't experience all the service items.

In his view, the projects he has experienced represent the service quality of all projects. In the increasingly fierce market competition, he will not become a "repeat customer" and then consume the services provided by this hotel. For this hotel, its service income is equal to zero. So fundamentally speaking, service quality is the life of a hotel.

It tells us that for customers, the quality of service is only good or bad, and there is no comparison level between good and bad. The good is all, and the bad is zero. Service is not a piecemeal action, but a systematic project. A picky customer will deny the rest of the whole system because of a "point" problem in the system.

This is actually not customer irrationality, but "customer rationality". In the face of customer rationality, any complaint is useless. Service, we must pursue customer satisfaction.

In this regard, our hotel's explanation of "satisfaction" is: no complaint does not mean satisfaction; No dissatisfaction does not mean satisfaction; The real satisfaction is to touch customers, let customers' positive emotions ferment and expand, and involuntarily tell others about their touched state. Only such "satisfaction" is the real "satisfaction emotion".

We will establish the organizational structure of service quality management. As the organizational guarantee of the service quality system, we should establish a comprehensive, scientific and reasonable service quality control system, make hotel quality management activities systematic, standardized and institutionalized through certain systems, regulations, methods and procedures, and bring all hotel quality activities into a unified quality management system.

Clarify the quality standards for the daily management and service links of various service projects, formulate work norms and processes, and make employees' service behaviors have rules to follow. Truthfully record the service processes of all posts and links in the hotel, carefully analyze and study them, improve them according to the requirements of quality management, make them reasonable, and determine them in the form of words and charts to form a service process.

At the same time, we will also formulate service quality inspection procedures and control standards, establish a quality information feedback system, collect and analyze the reasons why services do not meet the standards, and propose and implement improvement measures.

Thank you for your evaluation of our bar service. There will be no such problems in the future, and we will give back to our customers with the best service.

We look forward to your valuable comments on our hotel, and hope that in the new year, we can "constantly create new services, create value around our guests, and grow and develop together with our guests!"

Wish you all the best!

Xx hotel

Xx，xx，XX，XX

Extended data

Principles of handling customer 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.

Second, respect the feelings of customers. Customer complaints indicate that we must have done something wrong or broken. We try our best to identify with customers' feelings, and this acquiescence 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.