Handling-Complaints解决客人投诉的剖析培训资料.ppt

 Handling Guest Complaints Procedure 客人投诉的程序 Training Objective培 训 目 标 At the end of the training, you will be able to: 在本次培训结束之后，使你能够： Explain the common causes for guest complaints. 解释出致使客人投诉的一般原因。 List the 4 types of improper attitude towards handling guest complaints. 列举出对待客人投诉的4类不正确的态度。 Analyze the guest common mentality when complaining. 分析出客人投诉时的一般心理。 Demonstrate the proper steps of handling guest complaints 展示出处理客人投诉的合理步骤。 Why Guests Complain? 客人为什么会投诉？ Subjective Reasons: 主观方面的原因： 1 Not respecting guest 不尊重客人 2 Not responsible for the job 工作不负责任 Objective Reasons: 客观方面的原因： When guests subjectively think that they suffer the troubles caused by staff’s misconduct on their job. 客人的投诉，是指 客人主观上 认为由于 我们工作上的差错 而引起的麻烦和烦恼，或者损害了他们的利益等情况。 How Do You Look On the Guest Complaints? 怎麽看待客人的投诉？ Negative Attitude: 消极的态度： Positive Attitude: 积极的态度： Complaints Are Opportunities! 投诉是机会！ 4 types of improper attitude towards handling guest complaints 对待客人投诉的几种不正确的态度 Suppress Guest 压制客人 Take Guest Complaints Personally 把客人的抱怨看成是个人问题 3 Blame Others 责怪其它部门的同事 Blame or Even Argue With Guests 责怪客人或与他们争执 Common Mentality When Complaining 客人投诉的一般心理 Giving vent to anger 求发泄的心理 Wanting respect 求尊重的心理 Asking for compensation 求补偿的心理 Coping With Angry Guest 接待愤怒的客人 Facing up the angry guest, your response: 面对愤怒的客人，你的反应是： A Submissive 唯唯诺诺 B Angry in return 以发怒的方式回敬 C Stay calm and rational 以平静和理智来消除对方的愤怒 Coping With Angry Guest 接待愤怒的客人 ? Ask the guest to talk slower if he or she is yelling. A fast rate of speech is often accompanied by a louder voice. When yelling guest slow down their speech, their voice leave also go down. Repeat this request as many times as necessary. 如果客人大声叫嚷，就请他们慢一点讲话。很快的语 速，通常会伴随 着很大的声音；如果客人谈话的语速放慢了，那麽他们讲话的声音也 会随着降低。所以有必要需多次重复此要求。 Add that you intend to help-say: “Please speak more slowly. I can help you better if I fully understand the situation.” 可以说：“请您慢点讲话，如果我能了解