Handling Complaint处理投诉程序 本文简介：
STANDARDOPERATINGPROCEDURE标准操作程序HANDLINGCOMPLAINTS处理投诉TaskNumber:任务号:HK–GE0010Department:部门:Housekeeping客房部DateIssued:制定日期:August20052005年8月GuestExpec
Handling Complaint处理投诉程序 本文内容：
STANDARD
OPERATING
PROCEDURE
标准操作程序
HANDLING
COMPLAINTS
处理投诉
Task
Number:
任务号:
HK
–
GE
0010
Department:
部门:
Housekeeping
客房部
Date
Issued:
制定日期:
August
2005
2005年8月
Guest
Expectation:
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
to
resolve
my
problem
by
“bending
the
rules”
if
necessary.
我希望酒店能尽快并专业的解决我的投诉，如果有必要的话，我希望尽量是由有权限的人来处理。
Time
to
Train:
培训时间:
25
minutes
25分钟Why
is
this
task
important
for
you
and
our
guests?
为什么这项任务对你及我们的客人都如此重要？Answers:
回答
：
1.
I
understand
I
must
listen
carefully
when
I
am
on
the
receiving
end
of
a
complaint.
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.
我知道当我收到投诉时，我必须仔细聆听，确保自己能了解客人需要什么。这些不只是客人的话而且还包含了客人的心情。
2.
It
is
my
responsibility
to
solve
problems
when
guests
ask
me
for
help.当客人寻求帮助时为他们解决问题是我的职责。
3.
This
can
increase
our
GSTS.这能提高客人的评价。
4.
When
we
do
our
job
well,
it
shows
we
are
professional.如果我能将工作做得很好，这能体现出我们的专业水准。WHAT/
STEPS
步骤
HOW/
STANDARDS
如何做/标准
TRAINING
QUESTIONS
培训问题1）Pay
attention
注意-Pay
attention
to
the
complaint.
认真注意客人投诉
-
It
should
be
well
understood
what
the
problem
exactly
is.我们需要充分的理解实际问题的所在。
-
Listen
carefully
and
NOD
head.仔细聆听并点头附和
-
Don’t
try
to
interrupt
the
guest.不要打断客人
-
Don’t
argue
with
the
guest.不能与客人争吵
-
Maintain
eye
contact
with
the
guest
if
not
on
the
phone.如果不是在电话中交谈，保持与客人眼神交流。
-
Write
down
key
details.记录下关键的细节。What
are
the
points
to
take
in
consideration
When
a
guest
complains?
客人投诉时须注意什么？
Why
do
I
need
to
write
them
down?
为什么我需要记录下来？
2)
Apologize
道歉
Apologize
to
the
guest
even
if
the
problem
is
not
caused
by
you.
即使问题不是你造成的仍须向客人道歉。
Never
blame
workmates.
不能责怪同事。
Why
do
I
need
to
apologize
if
it
was
not
my
mistake?
为什么不是我犯的错也仍要向客人道歉呢？
Why
should
I
not
blame
a
colleague?
为什么我不能责备同事呢？
3)
Take
immediate
action
立即采取行动
Tell
the
guest
immediately
what
action
you
are
going
to
take.
立即告诉客人你将怎么做。
Report
the
complaint
to
your
Supervisor
as
soon
as
possible.
尽快将客人投诉报告你的主管
If
your
Supervisor
can
not
contacted,
report
to
Executive
Housekeeper
or
Laundry
Manager.
如果不能联系上你的主管，报告行政管家或洗衣房经理。
Never
promise
to
do
something
that
the
hotel
cannot
carry
out
or
you
are
unsure
about..
不要向客人承诺酒店没有执行的或是你不确定的东西。
To
resolve
a
complaint,
check
with
Supervisor
Why
should
I
have
a
solution?
为什么我有一个解决方法呢？Why
do
I
need
to
report
this
to
my
supervisor?
为什么我需要将这报告我的主管呢？Is
it
not
better
to
promise
something?
为什么向客人承诺不好呢？Why
do
I
need
to
do
this?
为什么我需要这样做？
before
you
take
any
action.
为了解决投诉，你需要在采取行动前，与主管协商。WHAT/
STEPS
步骤
HOW/
STANDARDS
如何做/标准
TRAINING
QUESTIONS
培训问题4)
Follow
up
跟进Make
sure
that
the
action
has
been
taken
and
that
the
guest
is
satisfied.
确保解决方式能让客人满意。
Report
all
complaints,
however
small,
to
Supervisor,
record
the
case
in
the
logbook.
向主管报告所有的客人投诉，并将其记录进记录本。
Inform
Executive
Office
about
serious
complains.
Executive
Housekeeper
and
laundry
Manager
should
ascertain
with
GM
what
constitutes
“serious”
对于严重的投诉须通知行政办公室。行政管家和洗衣房经理应该与总经理确定为什么会有那么严重的投诉Why
is
the
follow
up
so
important?
为什么跟进如此重要、？Why
do
all
complaints
to
be
reported?
为什么要报告所有的投诉？Summary
questions
问题概况：
1.
How
do
you
handle
a
complaint
–
what
are
the
steps?你怎么处理投诉—步骤有哪些？
2.
What
is
important
to
remember
when
you
receive
a
complaint?当你收到投诉时，应记住做什么？
3.
Why
do
I
need
to
apologize?为什么我要道歉？
4.
What
is
important
about
taking
action?采取行动时什么最重要？
5.
Why
is
the
follow
up
so
important?为什么跟进如此重要？
6.
Are
all
complaints
reported
on
the
Log
Book
in
your
department?所有的投诉都需要记录进你部门的记录本吗？
7.
Are
all
complaints
reported
to
the
Executive
office?所有的投诉都需要报告行政办公室吗？
Now
ask
the
trainee
to
practice
the
task
from
start
to
end
to
test
competency.
现在由培训生按照步骤从头到位进行实践操作并做测试。
本文档由论文格式(http://www.csmayi.cn/)用户上传
Handling Complaint处理投诉程序 本文关键词：投诉，程序，Handling，Complaint
Handling Complaint处理投诉程序 来源：网络整理
免责声明：本文仅限学习分享，如产生版权问题，请联系我们及时删除。
《
Handling Complaint处理投诉程序》
由：
76范文网互联网用户整理提供,链接地址：
http://m.yuan0.cn/a/53607.html
免责声明：本文仅限学习分享，如产生版权问题，请联系我们及时删除。