HandlingComplaint处理投诉程序

1、STANDARD OPERATING PROCEDURE标准操作程序HANDLING COMPLAINTS处理投诉Task Number :任务号：HK - GE 0010Department :部门：Housekeeping 客房部DATE ISSUED:制定日期：August 2005 2005年8月GuestExpectation :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

2、to resolve my problem by“ bending the rules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 T RAIN :培训时间：25 minutes25分钟“ rif nWhy 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.

3、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卜6

4、2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.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1问题1) Pay attention一、/» 注思- Pay attention to the complaint.认真注忌客人投诉 - It should be well understood w

5、hat 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!、要打断客人 - Don' t argue with the gue亦能与客人争吵 - 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

6、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?为什么我需要记录卜来？2) Apologize道歉Apologize to the guest even if the problem is not caused by you.即使问题/、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

7、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

8、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./、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 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。Why should I have a solution?为什么我有一个解决方法呢？Why

9、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M、好呢？Why do I need to do this?为什么我需要这样做？WHAT/ STEPS步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训1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。

10、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“ serio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

11、 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?怎么处理投诉 一步骤有哪些？2. What is important to remember when you receive a complaint叫你收至U投诉时，应记住做什么?3. Why do I need to apologize?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