Handling Complaints解决客人投诉的PPT培训资料

Why Guests Complain? 客人为什么会投诉 为什么会投诉？ 客人为什么会投诉？
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。 • Subjective Reasons: • 主观方面的原因： 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： 客观方面的原因：
千万不要遽下决定或轻易 向客人承诺 连你自己也不 能确定的事 情！
The Steps for Handling Guest Complaints 解决客人投诉的步骤
1. Listen attentively and show your concern. 注意聆听，表示你的关心。 注意聆听，表示你的关心。 2. Stay calm and rational. Never argue with the guest. Never try to explain yourself. 保持冷静和理智 不要争辩、不要解释。 和理智， 保持冷静和理智，不要争辩、不要解释。 3. Apologize to the guest for what happened. 对客人的投诉表示抱歉。 对客人的投诉表示抱歉。 4. Address the real problem and show empathy. 询问问题，表示同情。 询问问题，表示同情。 5. Take notes whenver necessary 如有必要，做一下记录。 如有必要，做一下记录。
Coping With Angry Guest 接待愤怒的客人
‣ Ask what the guest would like you to solve problem 询问客人愿意以何种方式解决问题 You will shift the guest’s focus from anger to problem solving and you’ll discover ways to negotiate a solution. 这样的话，你就把客人的注意力，从一味地发脾气转 移到解决问题上来了。从而来协商解决问题。 You can say: “What can we do to make you feel comfortable?” 可以说：“您看，我们怎么做比较合适呢？” 可以说：“您看，我们怎么做比较合适呢？”
ROLE PLAY 角色扮演 练习
ANY QUESTIONS 还有问题吗
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 Angry Guest 接待愤怒的客人
‣ Show concern for the guest’s feelings 对客人的感受表示同情 Say: “I can understand why that would upset you. I’m sorry you feel that way.” 可以说：“ 可以说：“我能理解您为什麽会不高兴，我很抱 歉会这样。” 歉会这样。”
Coping With Angry Guest 接待愤怒的客人
‣ Also: Provide alternatives if the request cannot be met. 如果不能满足客人的需求，那麽就要提供其它选择。 ‣ You should immediately refer to your superior if any decision-making is beyond your authority. 超过你权限的要求，及你不能够解决的投诉需立即报告给 你的直接上级。 Never make a haste decision or promise to guest on the things that you are not certain.
1 Suppress Guest 压制客人 2 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 4 Blame or Even Argue With Guests 责怪客人或与他们争执
Common Mentality When Complaining
The Steps for Handling Guest Complaints 解决客人投诉的步骤
6. Inform guest what you are going to do and when you will do it OR offer an alternative. 通知客人你将如何解决问题，或者提供解决问题的方法。 通知客人你将如何解决问题，或者提供解决问题的方法。 7. Take immediate action. Refer to your superior right away whenever necessary. 立即采取行动。视需要，立即寻求上级的帮助。 立即采取行动。视需要，立即寻求上级的帮助。 8. Follow-up to make sure problem is solved. 跟进以保证问题的解决。 跟进以保证问题的解决。 9. Ask guest to make sure that he/she is satisfied with the result. 最后询问客人对处理结果的感觉及满意度。 最后询问客人对处理结果的感觉及满意度。
客人投诉的一般心理
1. Giving vent to anger 求发泄的心理 2. Wanting respect 求尊重的心理 3. 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：“ 可以说：“请您慢点讲话，如果我能了解发生了什麽事情，我就可以能 够更好地帮助您。” 够更好地帮助您。” Recognize that a problem does exist. Restate the guest’s view of what the problem is. 我们应意识到客人提出的问题，就是酒店存在 的问 题。 要站在客人的立场重申问题。
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。 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。 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。 展示出处理客人投诉的合理步骤。