处理客户投诉.pptx

Unit 4 ComplaintYOUR SITE HERELOGO投诉处理程序投诉处理程序v耐心聆听耐心聆听v表示同情表示同情v记录要点记录要点v告诉客人酒店可以（或打算）采取的措施告诉客人酒店可以（或打算）采取的措施v告诉客人解决问题所需的时间告诉客人解决问题所需的时间v立即行动立即行动v检查落实检查落实v整理材料存档并改进工作整理材料存档并改进工作YOUR SITE HERELOGO处理投诉的注意事项处理投诉的注意事项v保持目光接触，并不断反馈，如保持目光接触，并不断反馈，如”Yes”v不要急于辩解，或质问客人不要急于辩解，或质问客人v及时根据房号等相关信息认识投诉者，使用客人及时根据房号等相关信息认识投诉者，使用客人的名字进行称呼的名字进行称呼v表示郑重的道歉：表示郑重的道歉：We do apologize forv感谢客人的提醒：感谢客人的提醒：Thank you for bringing the matter to our attention.YOUR SITE HERELOGO词汇词汇vAs soon as possible 尽快尽快vDeal with/handle/take care of 处理处理vMake sure 确保确保听力对话听力对话2分钟分钟YOUR SITE HERELOGO重点句型重点句型v表示歉意和关注：表示歉意和关注：vI am terribly sorry.vI do apologize for all the trouble.vI am sorry to have caused you so much trouble.v引导客人离开公共区域：引导客人离开公共区域：vWould you mind coming with me to my office and tell me what exactly happened?YOUR SITE HERELOGO重点句型重点句型v解决投诉：解决投诉：vPlease relax,miss Liu,I will take care of it according to your request.vI am afraid that I cannot do that for you.It is against our regulation.I hope you will understand.vI assure you it wont happen again.v对客人表示感谢：对客人表示感谢：vWe appreciate your understanding very much.重点句型听力重点句型听力4分钟分钟对话练习对话练习朗读课文朗读课文情境对话情境对话YOUR SITE HERELOGO情境对话情境对话vMrs.Brown complain that the hot water is not as hot as she expected.Try to deal with it.vMr.Green is very unhappy with the restaurant service in the hotel.The manager is handling the complaint.阅读理解阅读理解Text AYOUR SITE HERELOGOQuestionsvIf you are an employee,what is your attitude toward the customer complaints?vIf you are the manager,what is your attitude toward the customer complaints?vIf you are the owner of the hotel,what is your attitude toward the customer complaints?vHow to manage customer complaints?阅读理解阅读理解Text BYOUR SITE HERELOGOQuestionsvClassify all the complaints in Poor Service.Try to resolves these problems.vShould we inform guests some problems about the room when they make a reservation.YOUR SITE HERELOGOThank you!