Complaint
商务英语Claim剖析
ClaimWords and Expressionscomplaint n. 申诉，抱怨make (lodge, lay) a complaint against……complain vi. 诉苦，申诉，抱怨complain to sb. of sth.claim n. 索赔，赔偿要求表示索赔的原因，接介词for , 如claim for damage表示索赔的金额，接介词for, 如claim for US $ 1000表示对某批货物索赔，接介词on, 如claim on the goods表示向某人提出索赔，接介词against 如claim against the underwriters常用词组：claim against a person 向某人索赔claim arising from a breach of contract 违约所引起的赔偿要求claim arising from a defect of the goods 货物瑕疵所引起的索赔claim arising on a bill of lading 有关提单引起的索赔claim barred by reason of limitation 受时效限制的索赔claim based on lack of conformity of the goods 货物不符产生的索赔claim based on physical loss damage 货物丢失所产生的索赔claim for compensation of damages 损害赔偿的诉权claim for contribution in generalaverage 要求分摊共同海损claim for damage 由于损坏而索赔claim for financial loss 关于经济损失的诉权claim for general average 共同海损分担的诉权claim for inferior quality 因其品质低劣而索赔claim for payment 要求付款的诉权claim for proceeds 要求赔偿货款claim for reimbursement 要求偿还，索偿claim for short delivery 由于短装而索赔claim on account of damage 因损坏而索赔为某事向某人提出索赔的常用句型是：lodge a claim against ( 间或用with 或on 或upon)sb. for sth.除lodge外其他常用的动词有raise, file 和put in. 还可用make, issue, lay, register, render, enter, bring up, set up 等。
商务谈判口语-Complaint
Unit 12 Complaints & Claim
B：Yes，that was true．But we never expected the ： ， ． aluminum content to be so high，say 1.1％． think it is ％．I ， ％． complete not in conformity with the stipulations in the contract． contract． A：I'm very sorry，Mr．Kube．Then what’s your ： ， ． ． idea about this matter? Would you like us to refund the goods7 or replace the goods8 ?
Unit 12 Complaints & Claim
(A few minutes later) A：The supplier told me that this transaction leaves ： them no profit at all．Anyway，they have accepted ． ， your suggestion． suggestion． B：I am glad to hear that，Mr．Lin．It seems that ： ， ． ． everything goes smoothly．Thank you for your close ． cooperation． ． A：Me，too．I hope the settlement will turn out to ： ， ． your satisfactionl0．
Unit 12 Complaints & Claim
投诉英文怎么说
投诉英文怎么说投诉是指用法律手段像侵权者提出控诉，那么你知道投诉用英语怎么说吗?下面跟店铺一起学习关于投诉的英语知识吧。
投诉的英语说法complainlodge a complaint投诉的相关短语投诉热线dial-a-cheat confidential hotline ; Complaints Hotline ; Complaint hotline投诉建议Complaints proposals ; Suggestion ; complaints ; Complaint and Advice投诉箱 Complaint Box提出投诉 Make A Complaint投诉主任 complaints officer监督投诉 Monitoring complaints建议投诉 Feedbacks ; Suggestions and complaints投诉举报 Complaints Report ; Claim ; complaint and report 取消投诉 Cancel Complaint投诉的英语例句1. If you are not happy about a repair, go back and complain.如果你对修理效果不满意，可以再找他们投诉。
2. Beach users have complained about people walking their dogs on the sand.海滩上的游客投诉有人在沙滩上遛狗。
3. The magazine will desist from such language after receiving complaints.杂志接到投诉之后将杜绝使用此类语言。
4. People should complain when they consider an advert offensive.民众如果认为某个广告具有冒犯性就应该投诉。
complain的用法和辨析
你知道complain的用法吗?快来一起学习吧，下面小编就和大家分享，来欣赏一下吧。
词汇精选：complain的用法和辨析一、详细释义：v.抱怨，诉苦，发牢骚 [I,T]例句：For my own part, I have nothing to complain of.我这方面没有什么好抱怨的。
例句：He complained that the exam was too hard.他抱怨考试太难了。
例句：You've got nothing to [complain] about.你没什么可抱怨的。
申诉，投诉，控诉，抗议 [I,T]例句：He complained to the police of the boys stealing his apples.他向警方控告那些男孩偷他的苹果。
例句：I wasn't satisfied with our treatment at that hotel, so I shall complain to the proprietor.我不满意我们在那家旅馆受到的待遇，因此我要向旅馆老板投诉。
二、词义辨析：complain,grumble,murmur这些动词均含“抱怨、埋忽”之意。
complain侧重因对处境不满、待遇不公或自己有痛苦等而向别人诉说、埋怨。
grumble指因对处境、待遇不满或其他个人因素而愤愤不平地向他人诉苦或自言自语。
murmur多指因不满某人或某事而背着人自言自语地发怨言。
三、参考例句：He complain of police harassment.他抱怨警察对他的不断侵扰。
He did nothing but complain.他除了抱怨以外，什么也没做。
You complain about unexpected assignments. 你抱怨额外的工作量。
Complain about the copy machine.抱怨复印机。
英文投诉信表达及例文
投诉信写作写信投诉抱怨的题型很常见，怎样才能合理的表述不满，又能显得理由充分？下面介绍下这类书信的常用词汇和句型?Complaint Letter词汇：complain against sb. about sth.投诉......dissatisfaction with不满于......put up with / bear / tolerate忍受awful 糟糕的poor service糟糕的服务inconceivable不可思议的out of one’s expectation令某人大失所望look into / go into / investigate调查incident / matter 事件sanitary situation卫生条件bad manners 不礼貌disturbance干扰nuisance 麻烦事remedy 补救solve解决recurrence再次发生句型：1) I am writing to you to complain about ...2) I am writing to express my dissatisfaction with...3) There are some problems with the flat that I wish to bring to attention. For one thing, there is…For another,...4) I can hardly bear /tolerate /put up with it any more.5) I hope that the authorities concerned will consider my suggestions and improve the situation as best as they can.6)I sincerely hope that it will review its management system, with the view to providing, better service to the public.7) We trust that you will now consider this matter seriously and make an effort to prevent the recurrence of this kind.8) We will appreciate your willingness to make up for the loss.考研英语小作文模板：投诉信投诉信1结构要点投诉信是对产品或服务表示不满的信件，一般分三个部分：1. 提出投诉内容；2. 说明具体情况；3. 提出解决办法。
现代酒店英语实务教程 第3课：Complaint处理投诉
现代酒店英语实务教程第3课：Complaint处理投诉Unit 4 Complaint 处理投诉经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C：Good evening. Front Office . Can I help you?晚上好，这里是前台。
有什么能够为您效劳？G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.我是 1503 房的史蒂文森太太，刚入住的，我对房间不满意。
C：May I know what is wrong?请问有什么问题吗？G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.房间有股难闻的气味，我的床上还有别人的头发！我没料到你们酒店会发生这样的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.很抱歉有这种事情，史蒂文森太太。
我马上派一个服务员拿空气清新剂来，并且为您重新整床。
我们为给您带来不便道歉。
G：That’s fine. Thank you.好吧，谢谢。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do foryou, please don’t hesitate to call me .不客气，史蒂文森太太。
英语口语大全交际口语篇：079.抱怨 Complaint
英语口语大全交际口语篇：079.抱怨 Complaint详解惯用单句抱怨第1节态度表达第1章态度意愿我有一些不满。
I have a complaint.= I want to complain about something.★complaint [kEm5pleint] n. 抱怨，不满（complain 为其动词形式）我要跟你讲多少遍才行呢？How many times do I have to tell you?= If I’ve told you once, I’ve told you a thousand times.你不能设身处地为我想想吗？Can’t you try putting yourself in my shoes?○ Don't you have any thought for anyone but yourself?除了你自己，你就不替他人想一想吗？你们这么做是错的。
What you are doing is wrong.○ You can’t do this to me. 你们不能这样对我。
这不公平。
That’s not fair.= It’s unfair.★ fair [fZE] a. 公平的，公正的你们疏忽大意，我一点儿也不满意。
I’m not at all pleased by your negligence.★ negligence [5ne^lidVEns] n. 疏忽，粗心我会向上面反映你的所做所为的。
I’ll report you for this.○ I’ll give your boss a p iece of my mind. 我会向你们老板反映的。
○ I’ll tell him a thing or two. 我会向他反映的。
我真是受不了这股味。
I just can’t stand the odor.★ odor [5EudE] v. 气味■“stand”在本句中的意思是“忍受”。
complaint letter 建议信--抱怨
consideration and take action to solve it. Looking
forward to your refund.
Yours,
好的正文：
1. 要点完整，不少项。 2.上下文连贯，衔接自然。 3.避免中式英语。 4.避免简单句型罗列。
1. 认真审题 2.使用恰当连接语。 3.使用高级短语造句。 4.主动构造高级句型/语法。
书写加强： 孙明亮 毕成龙 黄秉尧 丁乃奇 杨博文
刘佳欣 郭奕辰 徐岩 于家源 袁纪炎 王伟东
正文有问题: 荣光煜 于平 包惠
假设你是李华。冬天来临，天气转冷， 你在网店购买了一个黑色羽绒服。满心 期待，等来的不仅是推迟三天的送货， 还有颜色的不符。最糟糕的是衣服上有 个很大的洞。写信要求全额退款，且希 望商家重视信誉，以诚信赢得顾客。
Last but not least, I hope you can attach importance to the reputation. The more reputation you show, the more customers you will get.
I do hope you can take my complaint into your consideration and take action
2.What' more, there is a hole in the clothes,
which I can't put up with.
2分
3.Facing/Faced with such a problem, I need a f least, I hope you can attach
Yours, LiHua
complain的用法总结
complain的用法总结一、什么是"complain"二、"Complain"的基本用法1. "Complain about"2. "Complain of"三、常见搭配表达1. "Complain to someone (about something)"2. "Complain of a problem/issue/situation"3. "Complain bitterly/loudly/constantly/regularly"四、与"complain"相关的常用短语和同义词1. "Lodge a complaint (with/about)"2. "Voice a grievance/concern/displeasure/objection (about/to)"五、总结一、什么是"complain"在日常生活中，我们常常需要表达不满或抱怨。
此时，英语单词"complain"便成为了我们的得力工具。
它的意思是指表达负面情感，如不满、抱怨或发牢骚等。
二、"Complain"的基本用法在英语中，我们可以使用两种形式来构造句子，它们分别是："complain about something"和"complain of something".1. "Complain about"使用这个结构时，我们通常会加上某个问题或状况作为宾语。
例如：- She always complains about the weather.她总是抱怨天气。
- He complained about the service at the restaurant.他抱怨餐厅的服务。
有关customer complaint的例子
有关customer complaint的例子A Customer Complaint一个客户投诉Is this the Ace service center?这里是Ace服务中心吗?Yes, it is sir.是的，先生。
May I help you?我能为您效劳吗?Yes, I'm calling to complain about your service.是的，我打电话来投诉你们的服务。
Certainly sir, I'm sorry to hear that.当然可以，先生，听到这个消息我很难过。
Let me see if there's something I can do to help you.让我看看有什么我能帮你的。
Please tell me what happened.请告诉我发生了什么事。
I ordered a new washing machine on your website.我在你们的网站上订购了一台新的洗衣机。
It was more than a week ago.那是一个多星期以前的事了。
Why is the customer calling ? to complain about something 客户为什么打电话来?抱怨某事Before you go on, may I have your order number please?在您继续之前，请告诉我您的订单号好吗?Sure, it's abc1005.当然,这是abc1005。
And may I have the last 4 digits of your social security number?我可以知道你的社会保险号的最后四位数字吗?I don't have a social security number.我没有社会保险号。
I'm an illegal alien.我是非法移民。
商务英语口语王-投诉
if we don't get rid of it soon, it will expire.如果我们无法尽快售出这些库存，产品就会过期。
减少库存积压
we have to get rid of some of the stock by having a sale. 我们得通过降价促销，减少部分库存。
介绍产品
as you can see, they are quite easy to use.
you are able to play video, audio and interactive games with it. 您能用它播放视频，音频和互动游戏。
we have a broad raange of sizes.我们有各种尺寸。
we have 2,000 copies of the handouts.传单
we need one thousand more corporate brochures. 我们还要增加一千份公司的宣传手册。
展会安排
will we have any free time to look at the other exhibitions?
the best thing about this product is that it works in both chinese and english.
we supply our products to over twenty countries.我们的产品销往二十多个国家。
备用句
have you seen this product before?
Complaints and Claims 投诉和索赔
投诉某事
• He complained to the manager about the bad
service.
• 他向经理投诉这里的服务质量差。
claim
• 索赔：指遭受损害的一方在争议发生后，
向违约的一方提出赔偿的要求。
• n. 索赔 • 1）表示提出或要求索赔： • lodge/file/issue/enter/make/register/raisБайду номын сангаас a claim • 2）表示理赔（违约的一方同意受理遭受损害 一方所提出的赔偿要求）： • entertain/settle a claim • 3）拒绝索赔：reject a claim
Complaints and Claims 投诉与索赔
complaint
• n. 抱怨；投诉
• 1. complaint of/about sth.
• We’ve received a lot of complaints of bad
workmanship. • 很多人向我们投诉产品工艺低劣。
• 2. complaint that…
right; 指出如何解决该问题
How to write a reply letter to the letter of complaint 怎么回复投诉信
• Replies to complaints should be polite, even if
the complaint is unfounded; the sellers should
现颜色不相同。
• 2）The goods delivered are not up to the
standard of samples. The pattern is uneven in
complain的用法和辨析
complain的用法和辨析你知道complain的用法吗?快来一起学习吧，下面就和大家分享，来欣赏一下吧。
词汇精选：complain的用法和辨析一、详细释义：v.抱怨，诉苦，发牢骚[I,T]例句：For my own part, I have nothing to complain of.我这方面没有什么好抱怨的。
例句：He complained that the exam was too hard.他抱怨考试太难了。
例句：Youve got nothing to [complain] about.你没什么可抱怨的。
申诉，投诉，控诉，抗议[I,T]例句：He complained to the police of the boys stealing his apples.他向警方控告那些男孩偷他的苹果。
例句：I wasnt satisfied with our treatment at that hotel, so I shall complain to the proprietor.我不满意我们在那家旅馆受到的待遇，因此我要向旅馆老板投诉。
二、词义辨析：complain,grumble,murmur这些动词均含“抱怨、埋忽”之意。
complain侧重因对处境不满、待遇不公或自己有痛苦等而向别人诉说、埋怨。
grumble 指因对处境、待遇不满或其他个人因素而愤愤不平地向他人诉苦或自言自语。
murmur多指因不满某人或某事而背着人自言自语地发怨言。
三、参考例句：He complain of police harassment.他抱怨警察对他的不断侵扰。
He did nothing but complain.他除了抱怨以外，什么也没做。
You complain about unexpected assignments. 你抱怨额外的工作量。
Complain about the copy machine.抱怨复印机。
抱怨 英语作文
抱怨英语作文Complaining in English。
Complaining seems to be a universal human activity. It is something that people do when they are dissatisfied with a situation or when they feel that they have been treated unfairly. Complaining can take many forms, from a simple grumble to a full-blown protest. In this article, we will explore the art of complaining in English and how to do it effectively.Firstly, it is important to understand that complaining is a natural and healthy way to express dissatisfaction. It allows individuals to voice their concerns and seek resolution to their problems. However, it is also important to complain in a constructive and respectful manner. This means choosing the right words and tone to convey your message without being rude or offensive.When complaining in English, it is helpful to bespecific about the issue at hand. Instead of making vague statements, provide clear examples and evidence to support your complaint. This will help the person or organization you are complaining to understand the problem and take appropriate action.Another important aspect of complaining in English isto be assertive but not aggressive. It is okay to express your emotions and frustrations, but it is not okay toresort to personal attacks or threats. Instead, focus onthe facts and the impact that the issue has on you.In addition, it is important to be patient when complaining in English. Resolving a complaint may take time, and it is important to give the other party the opportunity to address the issue. Follow up on your complaint if necessary, but do so in a polite and professional manner.Furthermore, it is important to consider the language and cultural differences when complaining in English. What may be considered acceptable in one culture may beoffensive in another. Therefore, it is important to bemindful of the words and expressions you use, and to be respectful of the cultural norms of the person or organization you are complaining to.In conclusion, complaining in English is a common and necessary activity. When done effectively, it can lead to positive changes and resolutions. By being specific, assertive but not aggressive, patient, and culturally sensitive, you can effectively express your dissatisfaction and seek resolution to your problems. So the next time you find yourself in a situation where you need to complain, remember these tips and approach the situation in a constructive and respectful manner.。
商务英语Claim
ClaimWords and Expressionscomplaint n. 申诉，抱怨make (lodge, lay) a complaint against……complain vi. 诉苦，申诉，抱怨complain to sb. of sth.claim n. 索赔，赔偿要求表示索赔的原因，接介词for , 如claim for damage表示索赔的金额，接介词for, 如claim for US $ 1000表示对某批货物索赔，接介词on, 如claim on the goods表示向某人提出索赔，接介词111against 如claim against the underwriters常用词组：claim against a person 向某人索赔claim arising from a breach of contract 违约所引起的赔偿要求claim arising from a defect of the goods 货物瑕疵所引起的索赔claim arising on a bill of lading 有关提单引起的索赔claim barred by reason of limitation 受时效限制的索赔claim based on lack of conformity of the goods 货物不符产生的索赔222claim based on physical loss damage 货物丢失所产生的索赔claim for compensation of damages 损害赔偿的诉权claim for contribution in general average 要求分摊共同海损claim for damage 由于损坏而索赔claim for financial loss 关于经济损失的诉权claim for general average 共同海损分担的诉权claim for inferior quality 因其品质低劣而索赔claim for payment 要求付款的诉权claim for proceeds 要求赔偿货款333claim for reimbursement 要求偿还，索偿claim for short delivery 由于短装而索赔claim on account of damage 因损坏而索赔为某事向某人提出索赔的常用句型是：lodge a claim against ( 间或用with 或on 或upon)sb. for sth.除lodge外其他常用的动词有raise, file 和put in. 还可用make, issue, lay, register, render, enter, bring up, set up等。
关于complaint的作文
关于complaint的作文
在咱们这都市一隅，噪音可真是个大问题啊！每天一大早，那
些建筑工地的机器就轰隆隆地开始工作，跟打怪兽似的，吵得人根
本没法睡个好觉。
到了晚上，夜市那边更是热闹得不得了，叫卖声、吆喝声，各种噪音混在一起，让人心烦意乱。
这样下去，我们怎么
保持好的生活状态啊？真心希望有关部门能管管这事儿，给我们一
个安静的居住环境。
还有啊，咱社区那个公园，以前多漂亮啊，现在可惨了。
座椅
破破烂烂的，健身器材也都坏了，草坪也长得乱七八糟。
你说这公
园是给人休闲的，还是让人看了添堵的啊？社区管理的人可得赶紧
行动起来，把公园修修整整，让我们有个好去处啊！
最后说说公交这事儿吧。
有时候等个车得半天，班次间隔太长了，让人等得着急。
更别提那些公交车的卫生状况了，座位脏得不行，地上还有垃圾。
坐个车都不舒服，真是让人郁闷。
希望公交公
司能改善一下服务质量，让我们出行更顺心！。
【实用文档】complaint-SOP
1.0目的清晰说明客户投诉处理的具体操作程序，确保相关人员能够有效的执行，避免使本公司和顾客的利益受到损失。
2.0范围适用于本公司所有产品及服务所发生的顾客投诉工作。
3.0职责3.1 厂务总监批准顾客的退货和赔偿要求。
3.2 行政人事总监•负责本程序的有效实施；•直接处理或监督工作人员处理每宗顾客投诉。
3.3 外事主任•处理和协调消费者、可口可乐（中国区）装瓶厂或其他渠道对我司产品的投诉以及答复工作；•统筹公司各部门的投诉工作并提交分析报告给管理层；•指导外事助理进行工作；•负责对外联络和沟通。
4.0定义严重投诉－指敲诈勒索、死亡、潜在的偷盗或污染产品，集体住院、中毒或有害于消费者健康及安全的爆瓶事故等。
5.0程序5.1顾客投诉方式电话投诉、传真件投诉、信件投诉、快递投诉、电子邮件投诉、主动上门投诉等。
5.2顾客投诉的处理1) 各部门接到投诉后记录下对方的电话、姓名、大概内容，并在第一时间转给外事部。
2) 外事部在第一时间核对我司的生产状况，确认属实后立即将投诉情况发给各相关部门，并传送给厂务总监、行政人事总监、厂务经理和销售部及其它相关部门。
同时，及时传送客户投诉的处理情况，以便管理层在第一时间了解投诉的进展。
5.2.1 产品有霉菌、沉淀、异物、异味的投诉•接到投诉首先与品控部核实生产日期，并传送相关部门;•与顾客协商取回投诉样品交我司品控检测产品外观、口味、PH值、白利度或提交微生物的检测报告，以便进一步确认问题所在，并据此决定是否换货或赔偿;•如发生在异地，通知投诉发生所在地装瓶厂外事部外事经理及其投诉专员，请其全权处理，并知会我司处理进度及结果;•根据其它装瓶厂要求或投诉数量多于5瓶，则第一时间通知品控部门，要求检验同批留样产品并提交该批次产品的外观、口味、PH值、白利度或提交微生物的检测报告;•在1个工作日之内答复顾客。
•每宗顾客投诉发生后，负责处理的部门主管视问题的严重程度，经质量管理代表批准后启动更正行动，要求公司的相关部门进行调查，限期提出改善和更正措施，以便及时消除存在的和潜在的不符合顾客及公司要求的问题。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
Improve service quality and hardware facilities, Improve the level of service management. Increase repeat customers, increase revenue, and earn higher profits
Because of the diversity (多样性）of the guests’ requirements ,most of them evaluate hotel management and service work based on their own wishes .So It’s difficult for hotel to cater to all guest’s need .
UniUnit 21 Guest Complaints Page 15 of 16
•
Thank you !
•Cecile
•Lucy
•Wendy •Zoey
The End
UniUnit 21 Guest Complaints Page 16 of 16
•Rice
• Listening to the complaints
• Apologizing for the problem
• Suggesting a solution to the problem
• Look into the matter and settle complaint Remark: Maximum satisfy
录
4. To identify the purpose of guest complaints 5. To find a solution
Unit 21Guest Complaints Page 2 of 16
1.Understanding of customer complaints --They are inevitable
UniUnit 21 Guest Complaints Page 5 of 16
Situational demonstration (1)
There is a dead fly in the soup…
Unit 21Guest Complaints Page 6 of 16
Situational demonstration（2）
Unit 21Guest Complaints Page 8 of 16
4.To identify the purpose of guest complaints
If we can distinguish the aim of the complaint, it's easy for us to deal with it. The complaint from the guests usually includes three purposes.
Unit 21 Guest Complaints
E1103 Good Partner
Dec.4th 2012 Unit 21Guest Complaints Page 1 of 16
目
CONTENTS
1. Understanding of customer complaints 2. Causes of guest complaints 3. Why should handle complaints
UniUnit 21 Guest Complaints Page 3 of 16
Why Customers Complain?
There is a big gap between the customer's feel and their expectation
Unit 21Guest Complaints Page 4 of 16
Page 14 of 16
The way to deal with the malicious complaints
• Encounter malicious complaints should be promptly reported to their superiors; • Persuade them to leave by security personnel or management staff . In serious cases, it shall notify the local police station, safeguard the legitimate interests of the hotel.
3.Malicious complaints
• The language is vulgar and try to fight. • Disturbing the public order.
UniUnit 21 Guest Complaints Page 12 of 16
(恶意投诉）
5.The methods of dealing with complaints
2.They have some purposes (带有某种目的）
• They want you to return the money or get some gifts or coupon, give a discount.
UniUnit 21 Guest Complaints Page 11 of 16
Can not sleep because of noisy …
Unit 21Guest Complaints Page 7 of 16
Benefits Derived from Guest Complaints
Reducing adverse propaganda, safeguard the image of the hotel;
the guests on the premise of not harming the interests of the hotel.
Page 13 of 16
UniUnit 21 Guest Complaints
How to deal with malicious complaints
UniUnit 21 Guest Complaints
UniUnit 21 Guest Complaints
Page 9 of 16
1.A kind remind(善意的提 醒）
• Reflecting actural programme, • hoping the hotel could correct it.
UniUnit 21 Guest Complaints Page 10 of 16
2.Causes of guest complaints
• 1 Hotel hardware facilities (air conditioning is not cooling, elevator failure TV not open) • 2 software quality (staff operational errors, product quality, ee attitudes, etc.)