《宾馆关系管理与投诉处理技巧》.doc

第1题：处理投诉的过程中，会让问题升级的是：???? HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Option.1 A. 语言设计不当 HTMLCONTROL Forms.HTML:Option.1 B. 服务员态度不好 HTMLCONTROL Forms.HTML:Option.1 C. 老总的出现 HTMLCONTROL Forms.HTML:Option.1 D. 争辩?第2题：酒店与顾客接触的第一线人员是：???? HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Option.1 A. 大堂经理 HTMLCONTROL Forms.HTML:Option.1 B. 员工 HTMLCONTROL Forms.HTML:Option.1 C. 厨师 HTMLCONTROL Forms.HTML:Option.1 D. 老总?第3题：投诉处理的好，就可能取得：???? HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Option.1 A. 公司发展 HTMLCONTROL Forms.HTML:Option.1 B. 赢得顾客的满意 HTMLCONTROL Forms.HTML:Option.1 C. 双赢的结果 HTMLCONTROL Forms.HTML:Option.1 D. 赢得顾客的信任?第4题：在处理投诉事件的时候，补偿的幅度越大：???? HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Option.1 A. 顾客的满意度会越低 HTMLCONTROL Forms.HTML:Option.1 B. 顾客的满意度会越高 HTMLCONTROL Forms.HTML:Option.1 C. 酒店的声誉度越高 HTMLCONTROL Forms.HTML:Option.1 D. 越能赢得顾客的信任?第5题：对经营者而言，惩罚最残酷的是：???? HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Hidden.1   HTMLCONTROL Forms.HTML:Option.1 A. 顾客投诉 HTMLCONTROL Forms.HTML:Option.1 B. 顾客对酒店不信任 HTMLCONTROL Forms.HTML:Option.1 C. 顾客拒绝登门 HTMLCONTROL Forms.HTML:Option.1 D. 顾客对服务感到不满 N0406-宾馆关系管理与投诉处理技巧???? HYPERLINK /learn/list.php?vbox=Arrays=cfefaccc15c218a2fe678559c8ee4c43bianhao=N0406countid=grkcid=3237493 \l # \t a 第一讲 顾客投诉处理的核心思想（一） HYPERLINK /learn/video.php?vbox=Arraycountid=s=cfefaccc15c218a2fe678559c8ee4c43bianhao=N0406jie=0101grkcid=3237493 \t sp 顾客投诉处理的核心思想（一） ???? HYPERLINK /learn/list.php?vbox=Arrays=cfefaccc15c218a2fe678559c8ee4c43bianhao=N0406countid=grkcid=3237493 \l # \t a 第二讲 顾客投诉处理的核心思想（二） HYPERLINK /learn/video.php?vbox=Arraycountid=s=cfefaccc15c218a2fe678559c8ee4c43bianhao=N0406jie=0201grkcid=3237493 \t sp 顾客投诉处理