怎样处理客人投诉？

 3.0 HOW TO DEAL WITH GUEST COMPLAINTS?怎样处理客人投诉？
Steps for handling guest complaints: 处理客人投诉的步骤
3.1 Listen 倾听
- Do not do two things at one time. 不可一心二用
- Make brief notes if necessary. 有必要时做好记录
- Ask questions to make sure you have all the information. 礼貌提问，尽可能了解所有资料
- Make sure you fully understand what the customer has said by repeating his request. 通过重复客人的提问，确保完全明白
3.2 Understand the guest needs明白客人的需求
- Recognition 被认识
- Special privileges 特别优待
- “Face” issue 照顾客人面子
- Good well for hotel 酒店利益
- Privacy 隐私
- Unconscious 神志不清
3.3 Understand the guest motives by question 了解客人的动机
Complaint types and motives 投诉种类与动机
Motive types 动机（Complaints 投诉）
- Facilities设施（- Frustration 受挫、灰心丧气）
- Services 服务（- Trying to impress someone 给人印象深刻）
- Staff attitude 员工态度（- Compensation 赔偿）
- Unusual 不寻常（- Try to correct hotel problem 更正酒店的问题）
3.4 Repeat the guest needs and comfort them 重复客人的需求并给予安抚
How to talk: 怎样说
- Be friendly 友善和蔼
- Be patience and considerate 耐心、关注
- Be positive 积极
- Use Magic Words 艺术语言
3.5 Offer alternatives 提供选择
- Guest is always expecting your solutions to deal with their problem. 客人总期望你能提供解决问题的方案
- Try to use your experience and power of your influence to give some alternative solutions. 根据您的工作经历及能力，给客人一些选择的方案
- Don’t tell the guest that you have to wait other people to do it. 千万不可告诉客人，他必须等到其他人来帮助他
3.6 Take actions采取行动
Remember: 记住
- Actions are not only making a call to department concerned, it is more important for you to monitor the whole process of the problem solving. 采取行动不只是打个电话到有关部门，更重要的是你需要追踪解决客人问题的整个过程。
- The most effective problem solving process will only depend on your correct action. 最有效率地解决客人问题的过程关键在于你所采取的正确行动。
- Wrong actions may cost your more effort to correct it latter. 采取错误的行动，事后需要你花费更多的努力去更正它。
- “You own the problem” and “Take correct action in beginning”. “你负责客人的问题”且“在事态发生之初采取正确的行为”。
3.7 Follow up the guest satisfaction跟办客人的满意
Remember: ONLY 100% SATISFIED CUSTOMER WILL RETURN. 记住：只有100%满意的客人才会再回来。
- Double check with guest satisfaction after all action has been taken. 当补救行为完成后，应再次确认客人是否满意。
- Make sure guest left hotel with 100% satisfaction. 确保客人是100%满意地离开。
- To carry on any further actions in requested. 执行客人所要求的事后补救措施。
- To pass on the guest feedback to hotel management. 将客人意见反馈给酒店管理层。
- Use as a guest history. 将客人的投诉情况输入客史档案。
- Rectify hotel standards. 更正酒店服务标准。
4.0 HOW TO ESTABLISH A GOOD GUEST RELATION? 怎样建立良好的客户关系Check yourself with well prepare of: 检查自己是否准备好
- Appearance仪容仪表
- Attitude 态度
- Facial Expression 面部表情
- Posture 姿态
- Communication skill 沟通技巧
- Understanding guest needs 明白客人需求

    THE IMPORTANCE OF HANDLING A GUEST COMPLAINT处理客人投诉的重要性
    “TO HAVE 100% SATISFIED CUSTOMER!”拥有100%满意的客人！

    “ONLY 100% SATISFIED CUSTOMER WILL RETURN!” 只有100%满意的客人才会回来！

    “THE COST FOR ESTABLISH A NEW CUSTOMER IS 6 TIMES OF MAINTAIN A REPEAT CUSTOMER!!!” 建立一个新的客户比维持一个常客需花6倍的努力！！