高星级酒店顾客诉现象及其处理研究(王欣).docVIP

高星级酒店顾客投诉现象及其处理研究 ——以无锡锦仑大酒店为例 摘要：投诉是酒店经常会出现的情况，投诉处理不妥会对酒店经营产生负面影响。文章分析了常见的投诉类型，并总结了顾客投诉积极和消极两方面的意义。最后结合处理投诉中仍然存在的问题，从防止顾客投诉发生与妥善合理处理顾客投诉两方面提出了积极建议。 关键词：酒店投诉、意义、处理 Abstract:The hotel often happens the complaint.That the employee deals with complaint inappropriately will have a negative impact on the hotel management . This paper analyzes the common types of complaint，and summarizes the positive and negative significance of customer complaints.Finally ,the paper is combined with some problems in dealing with complaints and puts forward two proposals about avoiding customer complaints and dealin