教案guest complain-客人投诉.pptVIP

How to handle guest complaints如何处理客人投诉 Content主要内容 Eye contact 目光接触 Listen carefully 仔细聆听 Look on the problem impersonal 客观的看待问题 Understanding, comfort 理解,安慰 Pure-heartedness 诚恳 Action 采取行动 Honest 诚实 Thankfulness 感谢客人 Follow up and record 跟踪处理并记录 Eye contact目光接触 1. Stop whatever you are doing and face to the guest. 停下手中的工作马上面对客人。 - Keep an eye contact with guest，separate guest with other customer. If the situation is very serious – out of control, inform manager on duty immediately for help. 保持目光接触，最好将客人安置在独立空间，如果事态无法控制，及时通知店值经理。 产生了怎样的影响? Listen carefully仔细聆听 2.