Who can provide some classic cases about service attitude?

Dinner,

The beef stew in the restaurant is too salty.

But the waitress has a good service attitude.

I am embarrassed to say anything;

Before,

I'm very demanding about food,

Once asked the waiter to put a plate.

Potato chips with different thicknesses

Take it back and replace it,

But today,

I'm embarrassed to have an attack at all.

Therefore,

How important the service quality is to a hotel!

Dragon:

Case 1: Case of handling customer complaints about "Chen Guang yogurt has flies" (successful case of handling customer complaints)

One day at 200 1, in a shopping mall, the customer service center received a complaint from customers, who said that the "Chen Guang" yogurt bought in our shopping mall drank flies. The content of the complaint is roughly as follows: After the customer Miss Li bought yogurt in our shopping mall, she immediately went to the restaurant for dinner. After dinner, Miss Li took out yogurt and let the children drink it. When chatting with friends, she suddenly heard the child shout, "Mom, there are flies here." Miss Li looked for fame and saw a fly in the yogurt box that the child was drinking (the yogurt box had been torn open by the child's hand at that time). Miss Li was furious at that time and took her children to the mall to complain. Just then, a manager on duty saw it and came over and said, "Since you said there is a problem, take the child to the hospital. We will be responsible for the problem! " When the customer heard this, he added fuel to the fire and shouted, "Are you responsible? Ok, now I'll let you eat 10 flies. I'll take you to the hospital for examination. Do you want me to be responsible? " As he spoke, he shouted in the shopping mall and kept saying that he would go to the Consumers Association to complain, which attracted many customers to watch.

After hearing this, the person in charge of the customer service center of the shopping plaza immediately came to handle it, quickly asked the manager on duty to leave, invited the customers to the office to talk, and patiently asked what had happened while apologizing. Key points of inquiry: 1, where the flies were found (determine the sanitary condition of the restaurant); 2. Ensure that the yogurt box is in a torn state, not a closed state with a straw inserted; 3. Confirm that the fly was discovered by the child first, and the adult was not present; 4. Is there any similar situation before buying "Chen Guang" milk? The shop owner made suggestions after understanding the situation, but because the customer was always worried that the manager on duty "if there was a problem, we would deal with it", he refused to accept our apologies and suggestions. The conversation was deadlocked for more than two hours and there was still no result. Finally, the person in charge of the store had to let the customers leave their contact numbers and propose to negotiate with them another day.

The next day, the person in charge of the shopping mall called the customers and told them that our shopping mall had contacted Chenguang Milk Company, hoping to invite customers to visit Chenguang Milk Factory (the whole production line of Chenguang Milk: production-packaging-inspection is carried out in a sterile and closed operation room), and suggested that in line with the attitude that the shopping mall is responsible for customers, if customers have requirements, they can contact relevant inspection departments to detect flies. Because the customer has passed his anger and calmed down when he received the call, he also feels that the person in charge of the mall is very serious and rigorous in handling this matter, so the customer's attitude has eased a lot. At this time, the mall apologized to the manager on duty, and analyzed the location and time when the customers found the flies (not the small restaurant with clean environment), the fact that the adults were not at the scene, and the yogurt box was not properly opened by the children, so as to let the customers know that this series of situations did not rule out the flies falling into the yogurt (not the milk itself).

Through the constant communication of the person in charge of the mall, the customers finally stopped being angry. Finally, they told the person in charge of the mall that what they were most angry about was what the manager on duty said. Since the mall attaches so much importance to this matter and deals with it seriously, they will not pursue it again. They think the fly may have fallen from the air when the child was drinking milk. The customer said, "Since you really take this matter so seriously, we will leave it alone. You can tear up the shopping receipt now. Don't worry, we will keep our word and won't pester this little thing again! "

In this customer complaint handling incident, it is worth reflecting and learning from:

"Reflection" is a very serious job to deal with customer complaints. At that time, that person's attitude, behavior and way of speaking will play a vital role in the handling of the incident, and sometimes a casual sentence will play a fuse role in the development of things. Our principle in handling customer complaints is to ease contradictions, not intensify them. Therefore, it requires the person in charge of complaint handling to constantly improve their comprehensive quality, strengthen the knowledge and understanding of customer complaints, and try to avoid the adverse consequences caused by their own mistakes.

The person in charge of referring complaints has a lot to learn:

1. Calm down: When the contradiction intensifies further, change the parties first, change the venue, and then change the negotiation time.

2. Sophistication: First listen to the customer's story, find out the favorable evidence for the mall, and then objectively analyze it after the customer calms down.

3. Patience: After the negotiation is deadlocked, you are not in a hurry, and you are sincere in solving the problem from the customer's point of view, and the handling method is rigorous and serious.