What is the procedure for handling general complaints?

Receiving guests who complain is a challenge for both service personnel and management personnel. In order to make the reception of complaining guests less difficult, make your work easier and satisfy the guests at the same time, you must master the procedures, methods and art of handling guest complaints.

(a) to do a good job of receiving complaints from guests.

In order to correctly and easily handle guest complaints, we must be psychologically prepared to receive the complaining guests.

First, establish the belief that "the guest is always right". Generally speaking, guests complain that there is something wrong with our service and management. Moreover, guests are unwilling to complain in person unless it is absolutely necessary or unbearable. Therefore, first of all, we should think about the guests, establish the belief that "the guests are always right", and think about it from another angle: if you are a guest, how do you feel when you encounter this situation in a hotel? What's more, in the hotel industry and even the whole service industry, we advocate that in many cases, "even if the guest is wrong, the' right' should be given to the guest." Only in this way can we reduce our hostility with our guests. This is the first step in dealing with guest complaints.

Secondly, we should master three kinds of complaints about guests, that is, seeking to vent, seeking respect and seeking compensation. Complaining guests usually have three kinds of mentality.

First, vent: guests come to complain when they encounter irritating things in the hotel. If they are angry, they will not spit.

Second, respect: In a sense, problems with software services or hardware facilities are a sign of disrespect for guests. Guests come to complain to save face and gain respect (sometimes, even if the hotel is not at fault, guests will complain because they are in a bad mood, or to show their identity or to be different or to "behave badly" in front of colleagues);

Third, seek compensation: there may be complaints from guests, whether the hotel is at fault or whether the problem is big or small. The real purpose is not the fact itself, not to vent or respect, but to seek compensation, although he may repeatedly emphasize that "it is not a question of money." Therefore, when receiving complaints from guests, we should correctly understand and respect the guests, give them an opportunity to vent, and don't have unnecessary disputes with them. If the real purpose of a guest's complaint is to seek compensation, it depends on whether you have the right to do so. If you don't have such authorization, you should ask the superior management to receive the complaining guests.

(2) Try to calm the guests down.

The final settlement of complaints can only be carried out in a "calm" state. Therefore, when receiving complaints from guests, we should first remain calm and rational, and at the same time try to eliminate their grievances. For example, please sit down and talk slowly, and bring a cup of tea to the guests at the same time. At this time, we should pay special attention to the following points, otherwise it will not only not eliminate the anger of the guests, but also add "qi" to the "qi" of the guests, which will add fuel to the fire.

(1) Let the guest finish first, and don't explain at will, rush to explain or interrupt the guest's story casually.

(2) When the guests are talking (or talking loudly), you should show enough patience, never follow the mood of the guests, and never be rude. Even if you meet some people who are deliberately picky and unreasonable, don't argue or "reason" with them, but listen to their opinions patiently and be soft-hearted, so that the situation will not expand or affect others. Let it show its edge.

(3) Pay attention to pronunciation, intonation, tone and volume when speaking.

(4) When you receive a complaint from a guest, you should pay attention to "smile", otherwise you will make the guest "gloat when something goes wrong!" Hallucinations.

(3) Listen carefully to the guests' complaints and make records.

As mentioned above, listen carefully to the guests' complaints, don't interrupt the guests' stories, and don't make explanations at will. In addition, we should pay attention to make records, including the contents of the guest's complaint, the guest's name, room number and complaint time. , to show the importance of guest complaints, but also the original basis for the hotel to deal with guest complaints.

(4) Express sympathy, understanding and apologies for the unfortunate experience of the guests.

After listening to the guest's complaints, you should apologize for the guest's experience (even if the guest's response is not completely true, or the hotel is not at fault, at least the guest feels uncomfortable and unhappy), and at the same time express sympathy and understanding for the guest's unfortunate experience. In this way, the guests will feel respected, and it is not unreasonable for them to complain. At the same time, the guests will feel that you are standing with him instead of standing on the opposite side and talking to him, reducing the confrontational mood.

(5) immediately deal with the problems reflected by the guests.

The ultimate goal of guest complaints is to solve the problem. Therefore, the guest's complaints should be dealt with immediately, and if necessary, please ask the superior management to solve them in person.

(6) Strong sense of reply

Try to give the guest an answer within 20 minutes. Give priority to the results, supplemented by the explanation process.

When receiving and handling guest complaints, we should pay attention to the following points:

1. Never pass the buck to other departments and employees in front of guests.

When receiving and handling guest complaints, some employees intentionally or unintentionally shirk their responsibilities. I don't know that this makes the guest's impression worse and makes the guest more angry. As a result, the old complaints were not solved, which triggered new and stronger complaints from guests and a series of complaints appeared.