（毕业学术论文设计）-试论投诉处理的意义和对策.docVIP

PAGE 试论投诉处理的意义和对策 摘 要 近年来，随着我国经济的快速发展，饭店业也迅速发展起来。在市场竞争日趋激烈的今天，饭店竞争的关键是特色，特色的核心是品牌，品牌的保证是文化，文化的体现是服务。也就是说，服务质量的好坏是树立饭店形象、提高企业竞争力的关键。客人作为饭店服务的接受者，其意见和看法（尤其是不满的意见和看法）是对饭店服务的最好评价和检测。因此，处理好客人的投诉成为现代饭店树立良好形象的必要途径。本文就客人投诉的处理和饭店形象的树立展开讨论。首先，指出客人投诉的现状和客人投诉的处理所存在的问题。然后，对正确处理投诉的重要性进行论述。最后，针对现阶段客人投诉的处理所存在的问题提出具体的建议。 关键词：投诉处理 ；服务质量；对策 Try to talk about the meaning of complaint handling and the countermeasure Abstract In recent years, with Chinas rapid economic development, hotel industry is burgeoning. Increasingly fierce competition in the market today, competition is the key feature of the hotel, is the core of the characteristics of brand, brand is the guarantee of culture, culture is the embodiment of service. In other words, the service quality is good or bad is the key to establishing the hotel image and improve the competitiveness of enterprises. Guests as recipient of hotel services, their opinions and views (especially dissatisfied with the opinions and views) is the best hotel services evaluation and testing. Therefore, dealing with guests complaints into a modern hotel in necessary way to establish a good image. Handle guest complaints in this article discuss and establish the image of the hotel. First, pointed out that the guest complaints deal with the problems of the present situation and guest complaints. Then, the importance of correctly handling the complaints are addressed. Finally, for guest complaints at present specific recommendations to deal with the problem. Keywords: Complaint handling Service Quality Countermeasure 目 录 TOC \o 1-2 \h \z \u HYPERLINK \l _Toc297033660 一、前言 PAGEREF _Toc297033660 \h 1 HYPERLINK \l _Toc297033661 二、投诉过程中所存在的问题 PAGEREF _Toc297033661 \h 1 HYPERLINK \l _Toc297033662 （一）隐性投诉大于显性投诉 PAGEREF _Toc297033662 \h 2 HYPERLINK \l _Toc297033663 （二）客人的投诉往往没有全面正确的反馈到饭店上层 PAGEREF _Toc297033663 \h 2 HYPERLINK \l _Toc297033664 （三）投诉的处理过于程式化 PAGEREF _Toc297033664 \h 3 HYPERLINK \l _Toc297033665 （四）一线人员不能及时为客人解决问题 PAGEREF _T