专业建设 专业建设 unit17.pptVIP

Unit 17 Dealing with Complaint and Suggestions 投诉建议处理站台服务 Unit Aim You will be able to Remember some words about dealing with complaint and suggestions Understand type of dealing with complaint and suggestions Understand normal processing of dealing with complaint and suggestions Make the appropriate processing in the face of passenger complaints / suggestions Advised Hours: 2 class hours Try to think about different kinds of passenger complaints？ Passengers will use the following avenues for its services, complaints or suggestions * * Part B Part E Part D Part A Part C Part B Part E Part D Part A Part C Part B Part E Part D Part A Part C Part B Part E Part D Part A Part C Part B Part E Part D Part A Part C * 1. travel environment 出行环境 2. attitude of staff 员工态度 3. equipment failure 设备故障 4. passenger uncivilized behavior乘客文明行为 1. front-line staff 一线工作人员 2. corporate Service Hotline 公司服务热线 3. news media 新闻媒体 4. letters 信函 *