How to deal with guest complaints-four steps to deal with guest complaints

How to deal with guest complaints-four steps to deal with guest complaints

Many hotel managers, when sharing their business experience in private, said that nowadays, guests are becoming more and more difficult to serve, and the demands when complaining are becoming more and more outrageous. If it is not handled properly, it will be discounted, the gun will go off, and complaints will be made to the news media or relevant departments, resulting in both fame and fortune. Below, I'll share with you the four-step method of handling guest complaints, hoping to help you!

One step listening

When a guest complains, the waiter should not rush to explain, let alone explain to the guest by imagination, but listen to the guest's dissatisfaction with an open mind and understand where the core of the problem lies.

Some guests just want the waiter to listen to gossip, rather than having a problem with the hotel. If the waiter can listen carefully and send a small gift in time, such as a fruit bowl, the complaint may stop here.

If the guest refuses the waiter's explanation, ask the waiter? Call your manager. ? The waiter will go to the second step immediately.

Two-step transmission

The waiter should immediately find the foreman or supervisor, report the problems complained by the guests and ask the superior to solve them. The guest asked the manager to come forward, mainly to save face.

Secondly, I may get to know some hotel leaders and take the opportunity to make a discount. How will the guests feel if the manager arrives at the scene immediately? Value it? The complaint may end here. If the guest is still dissatisfied, please ask the director of catering or vice president of management to come forward immediately and enter the third step.

Three-step problem

Ask the food and beverage director or vice president of management about their conversation skills. At this point, the hotel has been in no way back, so it is necessary to stabilize the mood of the guests first, and then find a solution acceptable to the guests.

The passive situation is that customers ask me questions and answer my questions, such as: Is the quality of your food like this? Is your service that bad? Why is your serve so slow? That's right. None of the questions can be answered properly. If you don't agree with each other, there will be a dispute with the guests, which may add fuel to the fire and both sides will not be able to step down; If you agree with the other party's statement, it will make the guests think that the hotel is unprincipled in handling complaints, pushing your luck and asking for exorbitant prices.

Therefore, the store should learn to ask instead of answer, that is, to use clever questions instead of answers, so that the store can take the initiative. For example, the guest asks: How to deal with today's things? Shopkeepers can answer this question: What do you think should be done? Throw the luggage to each other and let them make a condition first.

Generally speaking, the party who shows his cards first is always in a passive position in the negotiation. If it is difficult for both parties to reach an agreement, the store should consciously move to the fourth step.

Four-step turn

Shops should deal with customers' complaints in order not to hurt their feelings, so that customers can forget the past and continue to come when they spend again. Therefore, emotional communication in negotiation is very important.

However, it is difficult to reach an agreement on the debate on the focus in a short time. A clever director of catering will change the subject bit by bit, and shift the topic to the content that the guests are interested in, so that the other party will appear wise, decisive and reasonable in front of everyone, thus creating a friendly conversation atmosphere and making the guests feel that the guests who want to help solve the hotel problems are all their own. Who can not make mistakes?

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