Handling plaints 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 mon causes for plaints. 解释出致使客人投诉的一般原因。 List the 4 types of improper attitude towards handling plaints. 列举出对待客人投诉的4类不正确的态度。 Analyze the mon mentality plaining. 分析出客人投诉时的一般心理。 Demonstrate the proper steps of handling plaints 展示出处理客人投诉的合理步骤。 Why plain? 客人为什么会投诉? Subjective Reasons: 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: 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。 How Do You Look On the plaints? 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 plaints 对待客人投诉的几种不正确的态度 Suppress Guest 压制客人 Take plaints 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 Blame or Even Argue With Guests 责怪客人或与他们争执 Common Mentality plaining 客人投诉的一般心理 Giving vent to anger 求发泄的心理 Wanting respect 求尊重的心理 Asking pensation 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 panied 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:“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。” 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。 Coping With Angry Guest 接待
