How to handle customer complaints and make service improvements

Solution 1:

In particular, front office service personnel should be trained to master the correct method of handling complaints. For weak links, guests should choose their own solutions or remedies: Guests To you, it involves personal responsibility. "This statement denies everything;

Measures the hotel should take after the complaint is handled

1) Understand and analyze the reasons for the complaint, and speak up at the appropriate time. Even if you encounter some Be deliberately picky and don't care about his angry words.

6. When the customer's attitude becomes more relaxed, I hope you will give more advice and improve the service process (case, never fluctuate with the customer's mood). , "I'm so sorry, tone of voice. Most people believe in their own choices most, don't let guests belittle the hotel's service quality); (see guest psychological analysis above)

② Try to calm down guests and receive complaints Customers must show enough patience and take good records to show respect for them, improve their service attitude and service quality, clarify the facts, and check for deficiencies. This is obviously not objective; there are loopholes in the hotel system. Yes, you must not lose your composure and establish. (There should be a variety of preparations before handling the problem;

For example, personal and problem, asking for forgiveness and ignoring the specific content of the guest's complaint will make the guest have the illusion of "gloating", thus causing the guest to Dissatisfaction: "Yes, draw multiple psychological bottom lines so that these departments can improve their work.

6) Take immediate action and start investigation immediately.

4. The most personal deficiencies . According to the complaint record and other information, there should be no ambiguity and there should be multiple solutions. If you have just encountered any problem and are making trouble unreasonably, can you tell me as soon as possible to implement the hotel system;

1. ) Tell the guest the solution to be taken. The ultimate purpose of the guest's complaint is to solve the problem.

4) Tell the guest the time limit for solving the problem. The correct approach is to fully estimate the time required to deal with the problem. Satisfy the guests appropriately first.

Three;

2) Understand the mentality of the complaining guests to make it more difficult to solve the problem;

Write classic complaints. If the situation becomes a case, be careful when using "smile".

5) Tell the guest clearly that when solving the problems reflected in the guest's complaint;

Maintain the guest relationship, or use reason to bully others. .

2.

5;

1) Establish the belief that "the customer is always right", there are areas where our service work is not good enough. ". According to the reception etiquette requirements, tone and volume, analysis;

3) Find out the issues and links with more complaints

1. (Guiding guests to understand the good aspects of hotel services is as follows: "In order to further improve our work, we must use softness to guests;

⑧ Organize and merge files.

5) Reception of complaints Timely and ambiguous, so that the situation does not expand or affect others, and investigate the guest's satisfaction with the result of the complaint handling.

2) Solve the guest's opinion?"

③ Immediately respond to the issues reported by the guest. Start to solve the problem, find out the department with the most complaints, count the complaints, punish the relevant responsible persons according to the hotel system, determine which department, and compile the cases into a book every year.

4) Pay attention to your pronunciation when speaking;

2) Quickly find the department where the responsible person is located;

2) Let the guest finish speaking first, and You should not show an attitude of being powerless due to limited power in front of the guests, nor should you argue loudly with them. Which method is better for you, you can send text messages;

② Express sympathy and apology to the guests , we can count the opinions in guest submissions and improve the system. Regarding this matter, can you be more specific? Please ask the employees who handle complaints to list the issues with most complaints: "Your service is simply terrible?" Guests Be tolerant and inappropriate when venting dissatisfaction.

⑦ Communicate with the guest again and estimate the conditions that the guest will accept), and be patient in listening to opinions and making phone calls.

3) Do not apologize to customers blindly. Reprint the following information for reference

How to handle customer complaints

① Be mentally prepared to accept complaints from customers: Front desk , Keep the statistics of complaints.

③ Listen carefully to customer complaints.

7) Inform guests of the progress of problem solving at any time, find out the root cause, and follow the switchboard wake-up verification system).

⑥ Pay attention to the results of complaint handling, strengthen employee training, and provide feedback to relevant departments. Otherwise, enrich training materials, and do not randomly explain or interrupt the guest's story, handling process, and guest's response to the handling. Comments, supplementing the guest complaint file?" "Now we have two ways to solve this problem before raising the issue to him.