酒店处理客人投诉的程序.pptVIP

处理客人投诉的程序 Handle Guest Complaint 目标(Objective) 1. By the end of this session you will be able to state 9 steps of handling complaint and can explain why efficiently handle complaint is very important. 处理投诉的重要性 1.?Good for company, generate more revenue and keep good reputation. 有益于酒店创造更多的收入和维持一个好的品 牌形象。 2. Satisfy guests, improve our GSTS. 提高客人对酒店的满意指数。 3. Benefit to hotel staff, improve ESPS. 提高员工的满意指数。 ? 处理投诉的程序 1.?When listening to a guest complaint, give the guest your undivided attention. 集中注意力，聆听客人