洲际酒店集团投诉处理指导手册

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Communication Tips
When communicating with a customer, you are the public face and voice of your hotel and of IHG as a whole. Therefore, your ability to communicate well with a guest is of paramount importance. Consider all forms of communication: how you look (clothing and adornment), how you act (facial expression, head movements, gestures) what you say and how you say it (voice tone). There is verbal (your words) and nonverbal communication; do you speak pleasantly to transmit a positive attitude, consider the tone and pitch of your voice, smile, establish eye contact and have a good posture? Remain calm. Don’t be defensive. Do not take criticisms personally. o It is not you the customer is angry with; try to be objective and put yourself in their shoes Offer an apology, even if the disservice is not your fault. o "I’m very concerned you are so upset" o Does not admit blame, but does establish some rapport with the customer. Empathy - show empathy by using phrases such as, o "I can understand how you feel." o "I appreciate what you are saying." Address the customer by name. o "I'm sorry Mr. Jones." Accept responsibility. All communication should be in the first person. Use: "I apologize.", not "We" No excuses! Avoid making excuses or blaming others in your organization. o The customer is asking for a solution to the problem, not an inquisition into your internal operations. Attention - give the customer your full attention and establish eye contact. o Sympathetic nods and note taking help defuse situations and help customers feel they are receiving a fair hearing. Understanding - paraphrase their complaint to determine if you have correctly understood their concerns. o Play the situation back to them to check for understanding. o "I just want to verify that I have understood you correctly." "I'll find out!" - If you don’t know the answer to their problem, do not lie. o Adopt the old teaching maxim and admit you don’t know but make a commitment that you will find out and get back to them within a specific time. Keep commitments. o Call back when you say you will, even if, for some reason, you haven’t been able to obtain a satisfactory answer by then.
Customer Service
This section details basic customer service techniques, including communication tips and helpful dialogue. These techniques should be applied to all guest interactions. Guest Facts Satisfied guests come back. Customer service builds repeat business for your hotel and increases brand loyalty. Satisfied guests will tell their friends. Guest service is an excellent advertising tool; word of mouth is the best form of advertising. Dissatisfied guests provide important feedback. Feedback from guests will help you detect problem areas in your hotel organization and enable you to take corrective action. It is six times more expensive to acquire a new guest than it is to retain an old one. Good customer service not only corrects the damage, but gives your organization a strategic advantage over your competitors. You will see that your profits will rise with longevity; the longer you keep a guest, the more they are worth to you. The better guests know and trust you, the more they are willing to buy from you, and hence the better you get to know and serve them. It is inevitable that you will deal with dissatisfied customers at some time and it may be demanding. By making every effort to resolve all complaints while the guest is still on property, almost every problem can be resolved. In failing to deal adequately with a disappointed guest at an initial stage, you are actually creating your own demanding customer who will be far more difficult to deal with as the problem escalates. IHG Standards state: Any guest complaints received by IHG will be resolved immediately and fairly to the customer’s satisfaction.
In other words, you should respond quickly and effectively to any guest concerns, including Guest Surveys driven by IHG. In this section we will elaborate on the art of effective complaint handling through good guest communication. We will go through the process of complaint handling, step-by-step. We will consider aspects of verbal and nonverbal communication, listening, questioning and feedback skills, and telephone skills.
Complaint Resolution
Information you need to effectively handle complaints to maintain excellent guest satisfaction. Guests don’t always feel comfortable bringing their concerns to the attention of hotel staff. Understandably, this can sometimes cause frustration when your goal is to maintain excellent guest satisfaction. The Hospitality Promise™ was designed to encourage communication between guest and hotel but is also a promise designed to satisfy our guests even after they have left the hotel. Guest Relations’ aim is to work with you in resolving customer concerns. Hotels are notified of guest contacts through WebGURU Merlin. Your hotel will have the opportunity of viewing these cases and provide a resolution within 48 hours for those that have been referred. When complaints are resolved on a hotel level and the guest is satisfied, there is no need for the guest to contact Guest Relations. Keep in mind it is less costly to satisfy a guest on the front end rather than when they contact Guest Relations and a Case Management fee is often generated in addition to any compensation. Try to encourage open communications between your guests and staff. Follow up every checkin with a courtesy call to the room.