HandlingComplaint處理投訴程序

1、STANDARD OPERATING PROCEDURE標準操作程序HANDLING COMPLAINTS處理投訴Task Number :任務號：HK - GE 0010Department :部門：Housekeeping 客房部DATE ISSUED:制定日期：August 2005 2005年8月GuestExpectation :客人期望：I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authority

2、to resolve my problem by“ bending the rules我希望酒店能盡快并專業(yè)的解決我的投訴，如果有必要的話，我希望盡量是由有權限 的人來處理。TIME TO T RAIN :培訓時間：25 minutes25分鐘“ rif nWhy is this task important for you and our guests? 為什么這項任務對你及我們的客人都如此重要？Answers: 回答：1. I understand I must listen carefully when I am on the receiving end of a complaint.

3、I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words.我知道當我收到投訴時，我必須仔細聆聽，確保自己能了解客人需要什么。這些不只是客人的話而且還包含了客人的心情。2. It is my responsibility to solve problems when guests ask me for卜6

4、2當客人尋求幫助時為他們解決問題是我的職責。3. This can increase our GSTS.能提高客人的評價。4. When we do our job well, it shows we are professional如果我能將工作做得很好，這能體現出我們的專業(yè)水準。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS步驟如何做/標準培訓1問題1) Pay attention一、/» 注思- Pay attention to the complaint.認真注忌客人投訴 - It should be well understood w

5、hat the problem exactly is.我們需要充分的理解實際 問題的所在。- Listen carefully and NOD head.仔細聆聽并 點頭附和- Don' t try to interrupt the guest!、要打斷客人 - Don' t argue with the gue亦能與客人爭吵 - Maintain eye contact with the guest if not on the phone.如果不是在電話中交談，保持與 客人眼神交流。- Write down key details.記錄下關鍵的細節(jié)。What are the

6、points to take in consideration When a guest complains?客人投訴時須注意什么？Why do I need to write them down?為什么我需要記錄卜來？2) Apologize道歉Apologize to the guest even if the problem is not caused by you.即使問題/、是你造成的仍須向客人道歉。Never blame workmates.不能責怪同事。Why do I need to apologize if it was not my mistake?為什么不是我犯的錯也仍要

7、向客人道歉呢？Why should I not blame a colleague?為什么我不能責備同事呢？3) Take immediate action立即采取行動Tell the guest immediately what action you are going to take.立即告訴客人你將怎么做。Report the complaint to your Supervisor as soon as possible.盡快將客人投訴報告你的主管If your Supervisor can not contacted, report to Executive Housekeeper

8、or Laundry Manager. 如果不能聯(lián)系上你的主管，報告行政管家或洗衣房經理。Never promise to do something that the hotel cannot carry out or you are unsure about./、要向客人承諾酒店沒有執(zhí)行的或是你不確定的 東西。To resolve a complaint, check with Supervisor before you take any action.為了解決投訴，你需要在采取行動前，與主管協(xié) 商。Why should I have a solution?為什么我有一個解決方法呢？Why

9、do I need to report this to my supervisor?為什么我需要將這報告我的主管呢？Is it not better to promise something?為什么向客人承諾M、好呢？Why do I need to do this?為什么我需要這樣做？WHAT/ STEPS步驟HOW/ STANDARDS如何做/標準TRAINING QUESTIONS培訓1問題4) Follow up跟進Make sure that the action has been taken and that the guest is satisfied.確保解決方式能讓客人滿意。

10、Report all complaints, however small, to Supervisor, record the case in the logbook.向主管報告所有的客人投訴，并將其記錄進記錄 本。Inform Executive Office about serious complains.Executive Housekeeper and laundry Manager should ascertain with GM what constitutes“ serio對于嚴重的投訴須通知行政辦公室。行政管家和 洗衣房經理應該與總經理確定為什么會有那么嚴 重的投訴Why is

11、 the follow up so important? 為什么跟進如此重要、？Why do all complaints to be reported? 為什么要報告所有的投訴？Summary questions問題概況：1. How do you handle a complaint - what are the steps?怎么處理投訴 一步驟有哪些？2. What is important to remember when you receive a complaint叫你收至U投訴時，應記住做什么?3. Why do I need to apologize?什么我要道歉？4. What is important about taking action?采取行動時什么最重要？5. Why is the follow up so important?為什么跟進如此重要？6. Are all complaints reported on the Log Book in your department?所有的投訴都需要記錄進你部