HandlingComplaint处理投诉程序

1、STANDARD OPERATING PROCEDURE标准操作程序HANDLING COMPLAINTS处理投诉T ASK N UMBER :HK GE 0010任务号 :D EPARTMENT:Housekeeping部门 :客房部D ATE I SSUED :August 2005制定日期 :2005年 8 月GI expect my complaints to be handled swiftly and professionally and if at all possible, by oneUESTEXPECTATION:person who has the authority t

2、o resolve my problem by“ bending the rules” if n客人期望 :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。T IME TO T RAIN :25 minutes培训时间 :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 compla

3、int. 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

4、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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS步骤如何做 / 标准培训问题1） Pay attention-Pay attention to the complaint. 认真注意客人投诉注意-It should be well understood wh

5、at theproblem 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 onthe 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。2) ApologizeApologize to the gue

6、st even if the problem is not道歉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。3) Take immediate actionTell the guest immediately what action you are going totake.立即采取行动立即告诉客人你将怎么做。Report the complaint to your Supervisor as soon aspossible.尽快将客人投诉报告你的主管If your Supervisor can not contact

7、ed, report toExecutive 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 cannotcarry 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 beforeyou take any action.为了解决投诉，你需要在采取行动前，与主管协商。WHAT/ STEPSHOW/ S

8、TANDARDS步骤如何做 / 标准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？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？Why should I have a solution?为什么我有一个解决方法呢

9、？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？TRAINING QUESTIONS培训问题4) Follow upMake sure that the action has been taken andWhy is the follow up so important?that the guest is satisfied.为什么跟进如此重要、？

10、跟进确保解决方式能让客人满意。Report all complaints, however small, to Supervisor,Why do all complaints to be reported?record the case in the logbook.为什么要报告所有的投诉？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 shouldascertain with GM what constitutes

11、“ 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