guest complain-客人投诉.pptVIP

How to handle guest complaints如何处理客人投诉 Content主要内容 Eye contact 目光接触 Listen carefully 仔细聆听 Look on the problem impersonal 客观的看待问题 Understanding, comfort 理解,安慰 Pure-heartedness 诚恳 Action 采取行动 Honest 诚实 Thankfulness 感谢客人 Follow up and record 跟踪处理并记录 Eye contact目光接触 1. Stop whatever you are doing and face to the guest. 停下手中的工作马上面对客人。 - Keep an eye contact with guest，separate guest with other customer. If the situation is very serious – out of control, inform manager on duty immediately for help. 保持目光接触，最好将客人安置在独立空间，如果事态无法控制，及时通知店值经理。 产生了怎样的影响? Listen carefully仔细聆听 2. Listen to the complaint all the way thoroughly 仔细聆听。 - Do not interrupt, fully attention to the guest. Do not try to interrupt them and refrain from an explanation or pointing out facts. Take note during the complaint. 不要打断客人，不要试图解释，耐心听完客人讲述，并作必要记录。 Look on the problem impersonal 客观的看待问题 3.Do not take it personally. 不要带有个人感情色彩。 - Show understanding by your concern. Do not show them that you are not happy about it. 表现对客人的理解，不要表现出不高兴。 Understanding, comfort 理解,安慰 4. Be empathetic and acknowledge their feeling 理解客人感受。 - If a person seems angry about something. Acknowledge his angry feelings, likes: “I am sorry, if has happened to me, I will also be upset” Said with concern indicates your personal interest in the guest problem. 如果客人情绪激动，使用相应的语言安慰客人。 Pure-heartedness 诚恳 5. Do not make excuses. 不要找借口。 - If the complaint has factual base, explain and clarify the situation. Avoid making up stories to Cover the situation. 不要试图找借口掩盖事实。 Action 采取行动 6. Act immediately. 立即采取行动。 - It is important that the guest actually sees you trying to solve their problem. 让客人感到你立即采取行动解决问题非常关键。 - For example: you might say: “ I will follow up it right now. Let me call the relating department now and see what we can do.” 当面打电话给相应部门解决问题。 - Sometimes, the complaint handling can not be done immediately, document the facts an