Handling-Complaints解決客人投訴的剖析培訓(xùn)資料

1、Handling-Complaints解決客人投訴的剖析培訓(xùn)資料 Handling Guest Complaints Procedure客人投訴的程序Training Objective培培 訓(xùn)訓(xùn) 目目 標(biāo)標(biāo)At the end of the training, you will be able to:在本次培訓(xùn)結(jié)束之后，使你能夠：Explain the common causes for guest complaints.解釋解釋出致使客人投訴的一般原因。出致使客人投訴的一般原因。List the 4 types of improper attitude towards handling g

2、uest complaints.列舉出對(duì)待客人投訴的4類不正確的態(tài)度。Analyze the guest common mentality when complaining.分析出客人投訴時(shí)的一般心理。分析出客人投訴時(shí)的一般心理。Demonstrate the proper steps of handling guest complaints展示出處理客人投訴的合理步驟。展示出處理客人投訴的合理步驟。Why Guests Complain? 客人為什么會(huì)投訴？客人為什么會(huì)投訴？ Subjective Reasons: 主觀方面的原因：主觀方面的原因： 1 Not respecting gues

3、t 不尊重客人不尊重客人 2 Not responsible for the job 工作不負(fù)責(zé)任工作不負(fù)責(zé)任 Objective Reasons: 客觀方面的原因：客觀方面的原因： When guests subjectively think that they suffer the troubles caused by staffs misconduct on their job.客人的投訴，是指 客人主觀上 認(rèn)為由于 我們工作上的差錯(cuò) 而引起的麻煩和煩惱，或者損害了他們的利益等情況。How Do You Look On the Guest Complaints?怎麼看待客人的投訴？Neg

4、ative Attitude:消極的態(tài)度：Positive Attitude:積極的態(tài)度：Complaints Are Opportunities!投訴是機(jī)會(huì)！4 types of improper attitude towards handling guest complaints對(duì)待客人投訴的幾種不正確的態(tài)度Suppress Guest 壓制客人Take Guest Complaints Personally 把客人的抱怨看成是個(gè)人問(wèn)題3 Blame Others 責(zé)怪其它部門(mén)的同事責(zé)怪其它部門(mén)的同事Blame or Even Argue With Guests 責(zé)怪客人或與他們爭(zhēng)執(zhí)Com

5、mon Mentality When Complaining客人投訴的一般心理 Giving vent to anger 求發(fā)泄的心理求發(fā)泄的心理Wanting respect 求尊重的心理求尊重的心理1. Asking for compensation 求補(bǔ)償?shù)男睦砬笱a(bǔ)償?shù)男睦鞢oping With Angry Guest接待憤怒的客人Facing up the angry guest, your response:面對(duì)憤怒的客人，你的反應(yīng)是：A Submissive 唯唯諾諾B Angry in return 以發(fā)怒的方式回敬C Stay calm and rational 以平靜和理智來(lái)

6、消除對(duì)方的憤怒Coping With Angry Guest接待憤怒的客人接待憤怒的客人 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. 如果客人大聲叫嚷，就請(qǐng)他們慢一點(diǎn)

7、講話。很快的語(yǔ)如果客人大聲叫嚷，就請(qǐng)他們慢一點(diǎn)講話。很快的語(yǔ) 速，通常會(huì)伴隨速，通常會(huì)伴隨 著很大的聲音；如果客人談話的語(yǔ)速放慢了，那麼他們講話的聲音也著很大的聲音；如果客人談話的語(yǔ)速放慢了，那麼他們講話的聲音也 會(huì)隨著降低。所以有必要需多次重復(fù)此要求。會(huì)隨著降低。所以有必要需多次重復(fù)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.” 可以說(shuō)：可以說(shuō)：“請(qǐng)您慢點(diǎn)講話，如果我能了解發(fā)生了什麼事情，我就可

8、以能請(qǐng)您慢點(diǎn)講話，如果我能了解發(fā)生了什麼事情，我就可以能 夠更好地幫助您。夠更好地幫助您。”Recognize that a problem does exist. Restate the guests view of what the problem is. 我們應(yīng)意識(shí)到客人提出的問(wèn)題，就是酒店存在的問(wèn)我們應(yīng)意識(shí)到客人提出的問(wèn)題，就是酒店存在的問(wèn) 題。題。 要站在客人要站在客人的立場(chǎng)重申問(wèn)題。的立場(chǎng)重申問(wèn)題。Coping With Angry Guest接待憤怒的客人接待憤怒的客人 Show concern for the guests feelings 對(duì)客人的感受表示同情對(duì)客人的感受表示

9、同情 Say: “I can understand why that would upset you. Im sorry you feel that way.” 可以說(shuō)：可以說(shuō)：“我能理解您為什麼會(huì)不高興，我很抱我能理解您為什麼會(huì)不高興，我很抱 歉會(huì)這樣。歉會(huì)這樣?！盋oping With Angry Guest接待憤怒的客人接待憤怒的客人 Ask what the guest would like you to solve problem 詢問(wèn)詢問(wèn)客人愿意以何種方式解決問(wèn)題客人愿意以何種方式解決問(wèn)題 You will shift the guests focus from anger to

10、problem solving and youll discover ways to negotiate a solution. 這樣的話，你就把客人的注意力，從一味地發(fā)脾氣轉(zhuǎn)這樣的話，你就把客人的注意力，從一味地發(fā)脾氣轉(zhuǎn) 移到解決問(wèn)題上來(lái)了。從而來(lái)協(xié)商解決問(wèn)題。移到解決問(wèn)題上來(lái)了。從而來(lái)協(xié)商解決問(wèn)題。 You can say: “What can we do to make you feel comfortable?” 可以說(shuō)：可以說(shuō)：“您看，我們?cè)趺醋霰容^合適呢？您看，我們?cè)趺醋霰容^合適呢？”Coping With Angry Guest接待憤怒的客人接待憤怒的客人 Also: Provi

11、de alternatives if the request cannot be met. 如果不能滿足客人的需求，那麼就要提供其它選擇。如果不能滿足客人的需求，那麼就要提供其它選擇。 You should immediately refer to your superior if any decision-making is beyond your authority. 超過(guò)你權(quán)限的要求，及你不能夠解決的投訴需立即報(bào)告給超過(guò)你權(quán)限的要求，及你不能夠解決的投訴需立即報(bào)告給 你的直接上級(jí)。你的直接上級(jí)。 Never make a haste decision or promise to gues

12、t on the things that you are not certain. 千萬(wàn)不要遽下決定或輕易千萬(wàn)不要遽下決定或輕易 向客人承諾向客人承諾 連你自己也不連你自己也不 能確定的事能確定的事 情！情！ The Steps for Handling Guest Complaints 解決客人投訴的步驟解決客人投訴的步驟Listen attentively and show your concern. 注意聆聽(tīng)，表示你的關(guān)心。注意聆聽(tīng)，表示你的關(guān)心。Stay calm and rational. Never argue with the guest. Never try to explai

13、n yourself. 保持冷靜和理智，不要爭(zhēng)辯、不要解釋。保持冷靜和理智，不要爭(zhēng)辯、不要解釋。Apologize to the guest for what happened. 對(duì)客人的投訴表示抱歉。對(duì)客人的投訴表示抱歉。Address the real problem and show empathy. 詢問(wèn)問(wèn)題，表示同情。詢問(wèn)問(wèn)題，表示同情。Take notes whenver necessary 如有必要，做一下記錄。如有必要，做一下記錄。 The Steps for Handling Guest Complaints 解決客人投訴的步驟解決客人投訴的步驟Inform guest what you are going to do and when you will do it OR offer an alternative. 通知客人你將如何解決問(wèn)題，或者提供解決問(wèn)題的方法。通知客人你將如何解決問(wèn)題，或者提供解決問(wèn)題的方法。7. Take immediate action. Refer to your superior right away whenever necessary. 立即采取行動(dòng)。視需要，