How to handle complaint如何处理投诉

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。• 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。• Demonstrate the proper steps of handling guest complaints• 展示出处理客人投诉的合理步骤。

Commitment责任与义务

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Why Guests Complain? 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：• 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：

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正确的态度

• Suppress Guest 压制客人• Take Guest Complaints Personally • 把客人的抱怨看成是个人问题• 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 When Complaining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 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 hel

p 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 wha

t 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：“我能理解您为什麽会不高兴，我很抱• 歉会这样。”

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？”

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.• 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• Listen attentively and show your concern.• 注意聆听，表示你的关心。

• 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。• Apologize to the guest for what happened.• 对客人的投诉表示抱歉。

• Address the real problem and show empathy.• 询问问题，表示同情。

• Take notes whenver necessary• 如有必要，做一下记录。

The Steps for Handling Guest Complaints

解决客人投诉的步骤• 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。

• 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。• Follow-up to make sure problem is solved.• 跟进以保证问题的解决。

• 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。

The Process 变化的过程

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Emotion

The Golden Rules

1. Active listening 2. Compassion3. Offer solutions4. Wait for decision5. Information6. Apology7. Emphasize similarities 8. Thanks

ROLE PLAY ROLE PLAY 角色扮演练 习角色扮演练 习With your partner, pleasediscuss and then practiceyour role-play in front of the video cameraYou have ten (10) minutes!

“Dont’s”!!!

4. Never try to prove that your guest is wrong

1. Do not argue and do not try to justify yourself or use

excuses

3. Policies and procedures do not interest our guests

2. Do not blame others – take responsibility for the solution

“Do’s”!!!

1. If you are not able to solve the problem, immediately contact your supervisor and explain the situation2. Be honest

3. Show compassion for the problem at hand

4. Keep your guest informed

ANY QUESTIONS还有问题吗

Always remember when you apply these rules:

Do not take the complaint personally . . .

. . . the guest is angry with the SITUATION not with YOU!!!