How to deal with emotional guests in hotel service?

1. Actively take timely and effective actions to appease customers' emotions. When problems are found and customers complain, enterprises should know the customers' complaints in time, find out the causes of complaints and find the responsible person, so as to repair the relationship with customers in time. Communicate in time, and ensure communication with customers in the process of finding reasons and handling complaints.

2, pay attention to cooperation and cooperation, in the face of highly emotional customers, customer service personnel should learn to cooperate and cooperate, not only can fundamentally solve customer complaints quickly, but also let customers feel its importance through the cooperation of colleagues in various departments, Qi Xin.

3. Sincerely apologize. No matter who is in charge of the complaint, you should apologize to the customer first, and relieve the customer's excitement with 100% sincerity, so that the customer can't be caught off guard. Listen patiently. Customer service staff should listen to customers' complaints patiently, don't interrupt customers' statements, and understand the reasons for complaints from the side.

Extended data:

Basic requirements for hotel services:

1. Good standardization service is the premise and foundation. Personalized service must be based on standardized service. If we only stay in standardized services and do not develop personalized services, it will be difficult for hotel management and quality level to reach a new level.

2. In addition to high professional skills and professional ethics, waiters should also have strong psychological endurance, analytical judgment and emergency handling ability. , especially from the perspective of the guests to "empathy" understanding, understanding and understanding of the guests.

3, gradually establish a specification to meet the requirements of personalized service.

Baidu encyclopedia-hotel service