How to coordinate the relationship between individuals and collectives

(1) A good collective is the garden where we grow up. A good collective will help us to form the spirit of collectivism, sense of responsibility and initiative, form good organizational discipline and cultivate the sentiment of striving for progress.

(2) Bad collectivity will easily lead to individualism, which is not conducive to the formation of a correct outlook on life, world outlook and values, nor will it enable us to realize our self-worth and achieve success.

2. Individual to collective:

Individual behavior will affect the collective image, and the formation of a good collective requires everyone's efforts and selfless dedication.

Only by correctly understanding the relationship between the individual and the collective and understanding that "unity is strength" can we consciously safeguard the honor and interests of the collective.

How to handle user 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". 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.

2, listen carefully to the guest's narrative.

During the narration, 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.

Step 3 record the main points

During the guest's narration, the relevant points and contents of the guest's complaint, the guest's name, room number, etc. It should be carefully recorded as the data and original basis for solving the problem in the next step.

4. Show sympathy and understanding to the guests.

Tell the guests the measures to be taken and ask for their opinions.

6. Truthfully explain the time needed to solve the problem.

7. Except for a few people, the complaints of guests are ultimately aimed at solving problems. Therefore, guests' complaints should be handled immediately.

8. Pay attention to the treatment results.

Employees who receive complaints from guests often can't solve the problem directly: however, the results should be tracked and paid attention to to to determine whether the guest's problems are 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.

Ten steps to deal with 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.

5. It won't help to make the guests realize that you attach importance to the problem, instead of telling them that it is the fault of the previous class or 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.

What should I pay attention to when doing customer service?

1. Patience, no matter how angry the user is, you can't worry. If you are anxious, you will turn things into people.

2. Go to the garden, for example, when the customer is dissatisfied with someone or something and loses his temper angrily, let him calm down before talking about things;

3. Just asking can't solve all the problems. When you encounter a problem that can't be solved, you should say: I'll ask the manager first and you can call back later. If he calls to ask, you can answer first: I'm studying, and I'll give you an answer right away.