针对酒店顾客投诉及补救对策处理分析.docVIP

本科学生毕业论文 针对酒店顾客投诉及补救对策处理分析 黑 龙 江 工 程 学 院 The Graduation Thesis for Bachelors Degree The Remedies Countermeasures Analysis According to Customer Complaints in Hotel Heilongjiang Institute of Technology  摘 要 顾客投诉反映了顾客对酒店产品和服务的不满，揭示了酒店经营管理的缺陷，给酒店带来使不满顾客变得满意的机会，并可避免品牌转移和不良的口碑。服务补救是酒店针对服务系统中可能导致失误或发生失误的任一环节所采取的一种特殊措施，它强调的是从服务全过程，通过有效地实施服务补救策略，提高整个服务系统的运作水平。 本文以顾客投诉和服务补救理论为基础，通过全面的分析认识到在顾客投诉与服务补救中存在的问题：顾客投诉不积极、投诉处理回馈不力、对服务补救认识不正确、对一线员工授权不足以及忽略内部服务补救。针对这些问题提出相应的对策，首先是要树立正确的补救观念，纠正误区。其次是鼓励顾客投诉、建立便利的投诉渠道，第三是完善补救制度、加强员工的培训，最后达到建立投诉管理体系的目的。 关键词：顾客投诉；服务补救；投诉渠道建设；员工授权；员工培训 ABSTRACT Customers complaints reflect their dissatisfaction with the hotels products and services, and also expose the defects of the hotels management, provide the opportunity to satisfy unhappy customers and present brand switching and unfavorable word-of-mouth. Service recovery is a special measures that according to hotels service system which may lead to mistakes or errors in any part. It emphasizes with the entire process of the service, improving the operation of the service system level through the effective implementation of services remedial strategies. 　　In this article, it bases on the theories of customer complaints and service recovery, we realizes the problems in customer complaints and service recovery through analyzing comprehensively. they are not active customer complaint, handling complaints ineffectively, understanding of service recovery incorrectly, shortage of employees authorized for the first-line and overlooking the internal service recovery. Made the corresponding countermeasures for these issues, first of all, it is to establish a correct concept of the remedy, and correct the misunderstanding. The second, it is to encourage customers to complaint, and establishment the convenient of complaint channels. The third, it is to improve the remedy system, and strengthen staff training, reaching the purpose of the establishment of a complaint management system finally. Key words：us