客房主管如何处理客人投诉(超五星级酒店SOP).docVIP

Page PAGE 7 of NUMPAGES 7 How To Handle Guest Complaint 如何处理客人投诉 Objective: 目的： We will listen to guest complaints calmly and sincerely, apologise for any inconvenience, agree upon an action which will follow, and ensure the action occurs 在处理客人投诉或意见时，我们将仔细聆听，态度平静、真诚，对任何不便之处道歉，然后确切的说明将要采取的措施并立即行动。 Training Equipment: 培训设备： Module 11.16 : How To Handle Guest Complaint 如何处理客人投诉 KEY 索引 STANDARD 标准 PROCEDURE 程序 PHRASES/VERBIAGE 相关用语 We will listen to guest complaints calmly and sincerely, apologise for any inconvenience, agree upon an action which will follow, and ensure the action occurs 在处理客人投诉或意见时，我们将仔细聆听，态度平静、真诚，对任何不便之处道歉，然后确切的说明将要采取的措施并立即行动。 Listen actively to the entire complaint of the guest. 积极聆听客人的投诉 Eye contact is maintained, and listening is expressed with nodding the head. 保持眼神交流，并且点头表示在仔细的聆听。 Notes are taken down and the guest is not to be interrupted. 记下笔记并且不打断客人的讲话。 The guest is allowed to vent his/her anger and patience is practiced 耐心的让顾客发泄他们的愤怒。 The response is with empathy and the guest’s name is used. 回应客人，表示同情，并使用他们的姓名。 Acknowledge the guest’s feelings and accept the complaint as the truth. 对客人的遭遇表示同情并接受他们所抱怨的是事实。 Apologize for the guest experience (this is not admitting fault) and empathize with how the guest must feel 为客人有这种不好的体会道歉（但并不等于就承认是我们的错）。 Diplomatic statements about the situation, not about personalities are made. OTHERS ARE NOT BLAMED. 不要提供主观的意见，而应该圆滑的处理。不要指责别人 Complaints are not to be taken personally, even if guest point with his/her finger or says something one finds offensive. 不要把客人的投诉当成是对你的指责。 One must listen, nod and let the guest talk until he/she is finished. 直到他／她结束说话前都必须要听,点头和不打断他的讲话. Stay in control of emotions and never yell back or get defensive 要控制情绪,不要跟客人回喊或狡辩 Identify the problem by listening to the facts and ask only relevant questions. Repeat information to ensure correctness 根据所听到的和问相关的问题来确定问题所在,重复信息以确保正确性. Clarify what action the guest would like to have taken. 询问客人想要我们怎么处理。 Immediate action to r