Customer dissatisfaction with the handling of.docVIP

 PAGE \* MERGEFORMAT 8 Customer dissatisfaction with the handling of Service in the hotel, if hotel customers spending less than his actual feelings expectations, they will cause customer dissatisfaction. Most dissatisfied customers will not be shown, but quietly left, which is equal to the hotel did not eliminate their dissatisfaction with opportunities; some customers will complain to the hotel problem, if these problems are solved in time, customers will still go back to the . Thus, a customer’s complaint is a gift, the hotel is subject to complain about the gold. Customer dissatisfaction caused by factors that tend to have: 1, hardware reasons, such as: poor sanitation, equipment failure, inadequate facilities, noise, poorly designed and so on; 2, staff attitude causes, such as: the attitude of staff rude, unfriendly, Staff services are not proactive, not seriously, staff conduct indecent, inappropriate, etc.; 3, service providers, the reasons for the process, such as: there is no provision of services as promised, service slow and inefficient, employees and customers the lack of emotional exchange and communication can not be put ourselves in dealing with customer complaints, etc.; 4, guests can not get to meet the individual needs of reasons, such as: demands are not resolved; not directed at individuals of the services. Usually customers are not easily complaints, studies show that: Every time there are four sub-service transactions dissatisfied customers, but only 5% of the people may lodge a complaint, while others will prefer to give up. Therefore, the hotel to be good initiative to understand the customer’s reaction to try through a number of effective ways to obtain information on customer dissatisfaction. For example: Hangzhou grandma chain restaurants to undertake a number of large enterprise employees restaurant called Super Fort, in order to avoid the trade unions who eat greasy fast Fort restaurant dishes, they find ways to improve, such as: