How to handle customer complaints

Receiving guests who come to complain is undoubtedly a challenge for managers and employees of Golden Key. In order to satisfy the guests and not be too nervous and laborious, we must master some procedures, methods and art of handling guest complaints. 1. Be mentally prepared. In order to handle the complaints of guests correctly and easily, we must first be psychologically prepared and establish the belief that "the guests are always right and the customers are God". Generally, guests always complain unless they have to, so put themselves in the guest's position and think from another angle. How would you feel if you were a guest and met his current problem in the bathing place? Moreover, in the service industry, we all follow a principle: even if a guest is wrong, he should be regarded as right. Don't fight, trying to compete with the guests can only help and destroy the harmonious relationship between the two sides. Secondly, the staff responsible for handling complaints should understand the three kinds of mentality of complaining guests: venting, demanding compensation and hoping to be respected. Employees should judge what kind of guests belong to and for what purpose according to the specific situation, and then treat them differently. If the guest's purpose is to vent or gain respect. Listen patiently, give the guest a chance to vent, don't argue with the guest, try to comfort the guest as much as possible and calm his anger: some guests are seeking compensation, although he may repeatedly emphasize that "it's not about money". For such guests, if there is no such authorization, they must ask their superiors to receive them. 2. Listen carefully to the guest's narrative. When talking, guests should listen attentively and ask questions in time, so as to find out what happened in a short time, improve work efficiency and save time. (1) Let the guest finish, don't interrupt and talk nonsense, just ask the guest's argument. (2) Pay attention to intonation, tone and volume when speaking to guests. (3) Look serious and don't laugh casually, which will make the guests mistakenly think that they are gloating over their own experiences. 3. Record key points. In the process of guest narration, carefully record the main points, the contents of guest complaints, the guest's name, room number, etc. , as the next step to solve the problem of data and the original basis. At the same time, he also showed his solemn attitude on behalf of the bathing place to the guests, putting the joys and sorrows of the guests in an important position and putting the interests of the customers first. In addition, in order to cooperate with the clerk's record, the guests will unconsciously slow down, which plays a buffering role invisibly. 4. Show sympathy and understanding to the guests. In the process of the guest's narration, you should put yourself in the guest's shoes, and you can only express sympathy for the guest's experience as a friend. Before we fully understand the cause and effect of the matter, we can't take responsibility casually to stop the anger of the guests and temporarily calm down the incident. Because this involves not only the reputation and interests of the bathing place, but also the merits of the matter. Tell the guests the measures to be taken and ask for their opinions. According to the nature of what happened, quickly determine the solution and propose the solution to the guests. Ask the guests' opinions and learn as much as possible about their psychological activities. So that the measures taken can achieve satisfactory results. It will not cause undue losses to the enterprise, but also satisfy the guests. The opinions put forward by the guests, which cannot be solved within the scope of their functions and powers, will be explained to the on-line guests and asked to be handled by the superior leaders. 6. Truthfully explain the time needed to solve the problem. The responsible staff should properly estimate the difficulty of solving the problem, determine the time needed, and it is best to set a specific time, and then clearly tell the guests the determined time. 7. Except for a few people, the complaints of guests are ultimately aimed at solving problems. Therefore, guests' complaints should be handled immediately. If necessary, please ask the relevant personnel for help. 8. Pay attention to the results. Employees who receive complaints from guests often cannot solve the problem directly. However, they should follow up the results and pay attention to determine whether the guest's problem is finally solved. 9. Ask the guest's opinion on the complaint handling result. Contact again after the problem complained by the guest is solved. This kind of synchronous service and care will make people feel that the bathing place is very attentive. We attach great importance to their complaints. So as to leave a good impression on the bathing place. In addition, I would like to apologize to the guests again and thank them for reflecting the behavior of the bathing place. Psychological analysis of guest complaints in the second quarter 1. Physiological needs: the basic physiological needs are clothing, food, shelter and transportation in the hotel. The requirements of the guests are that the food is delicious, well-equipped, clean and comfortable. 2. Safety requirements: In hotels, guests need strict security measures to ensure their personal safety is not threatened. 3. Group demand: guests need to be received politely by the service staff and feel welcome, just like the care of family members and the friendly help of friends. 4. Self-esteem demand: People need to be respected by others' will, and honorific words such as "Sir, Miss" or caring about asking guests about their food and accommodation make them feel respected. Importance of handling complaints 1. Being able to effectively handle guest complaints is beneficial to both the hotel and the department. 2. Enhance the self-confidence of those who handle complaints. 3. Improve job satisfaction. 4. Keep the guests' good impression of the hotel and make them come again. 5. Maintain the good reputation of the hotel. Identify the complaints to the guests: through the observation of the guests, 1, the characteristics of angry guests: serious expression, anger and even hostility, broken tone, emphasis on loud voice to give orders, no requirement to stand or sit up straight. 2. Hide angry guests: They keep doing little tricks, such as impatiently slapping their hands, blushing, frowning and even gnashing their teeth. The tone is not high, but the short speech is ironic and vulgar. Ten steps to handle guest complaints 1. Listen. 2. Stay calm: Try to take the complainant away, avoid affecting other guests, avoid hostile or preventive reactions, stay calm, and don't quarrel with guests. Remember, guests are always guests. 3. Show understanding: try to show understanding to the guests' feelings, such as "I know how you feel, I have encountered it before: be careful not to say that this is the hotel's fault, just need you to understand the guests' problems and complaints. 4, aware of the guest's self-esteem, try to maintain and enhance the guest's self-esteem, such as "I'm sorry you have such trouble. "This can show that you care about the guests. Always mention the guest's name. Don't try to downplay the seriousness of guest complaints. It is a very serious problem for the guests, otherwise it will not be reflected by you. 5. It won't help to make the guests aware of your attention to the problem, instead of telling them that it was the fault of the last shift or the fault of a certain department. Under no circumstances can you insult the guests or handle things improperly. 6. Take notes and record the main points of time. For example, if other people participate in solving this problem, it will save time and appease the excitement of the guests. More importantly, recording what the guests say is a way to gain the trust of the guests. This step will help solve the problem and bring the whole situation under control. 7. Tell the guest the solution and what you can do. For example, you can provide multiple choices. Don't make any promises about what you can't do, let alone do things that exceed your authority. 8. Set the action time and tell the guests when to solve the problem. You must be very clear not to underestimate the time needed to solve the problem. 9. Monitor the progress of the operation. When the guests choose the solution, they will take action and ensure the smooth progress of the whole action. For example, if they encounter any unknown delay, they should inform the guests as soon as possible. 10, follow up the guests and action results. Even if the complaint has been solved by others, you should contact the guest to find out whether the solution to the problem is satisfactory to the guest. Write a report. Write down the whole event, the actions taken and the results of the event.