星级酒店培训案例.doc

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目 录n 通 用 类 案 例1案例1：关于“晨光酸牛奶中有苍蝇”的顾客投诉处理案例1案例2：关于华帝炉具燃爆引发的顾客投诉3案例3：布猴风波5案例4：板油6案例5：豆浆6案例6：考试6案例7：促销员私拆封装，多加商品。7案例8：“不翼而飞”的影碟机8案例9：抢可乐的“勇士”8案例10：会缩水的金耳环9案例11：游戏机币换钱9案例12：“管理”人员10案例13：就为一块小毛巾10案例14：计量秤的痛苦11案例15：好伙伴12案例16：小孩惨死商场 母亲痛不欲生13案例17：有问题的青菜13n 营 业 类 案 例15案例1：促销与顾客15案例2：如此服务15案例3：意见卡16案例4：你知道我在等你吗？17案例5：表扬信18案例6：一把坏椅子18案例7：不愉快的购卡经历19案例8：买伞风波19案例9：愉快的买鞋经历20案例10：温馨提示21案例11：“有病”22案例12：一个红酒袋子22案例13：试衣事件23案例14：纯正油与调和油23案例15：“孩子