管理处理客人投诉.pptVIP

Dealing with Guest Complaints 处理客人投诉 Explain why dealing with guest complaints in the right way is important. 解释为什么正确处理客人投诉很重要？ State the steps to deal with guest complaints 处理客人投诉的步骤 Objective 目标 We did not care for guest! Reason 投诉的原因 客人没有被关心！ 1% Died 死亡 3% Move to other places 搬迁 5% Influenced by friends 受到朋友影响 9% Attracted by other companies 被其他公司吸引 14% Not satisfied with Service Benefit 对服务优惠条例不满 68% Not Happy with Team Member’s Attitude and Service 对员工的态度和服务不满意 Why we lost customer? 为什么失去