Service Industry Handling Customer Complaint Etiquette

Customer complaints are often encountered by the office, so how to deal with them effectively

I was sorry when I received the complaint. I still said sorry after listening to each other's complaints.

No matter who is right or wrong, to bring convenience or displeasure to the customer, we need to apologize.

No matter what problems the customers complain about, they should think that the complaint is a good opportunity to explain their misunderstanding to themselves.

Those responsible for dealing with customer complaints must be well trained and able to calm their emotions in a timely manner, first solve their feelings and then solve things.

Make a compendious and appropriate explanation in a calm manner, and thank the other person for giving the opportunity to explain.

Consumer complaints are due to the services provided by the hotel.

1. Understand the importance of complaints to enterprises.

Many restaurants are afraid of complaining and avoiding complaints.

But in essence complaints are the opportunity for customers to correct their mistakes.

Many customers are dissatisfied with their services, do not complain, and do not patronize them. They even tell relatives and friends not to patronize them.

This makes it impossible for hotels to have the opportunity to correct mistakes and to lose their guests forever.

2. Understand the motivation of customer complaints.

Different customers have different purposes to complain.

Some are for economic reasons, hoping to get financial compensation; some are for psychological reasons, hoping to seek psychological balance through complaints, to meet their psychological needs that can be respected and taken care of.

3, provide compensatory services that meet the purpose of customer complaints.

When guests complain about hotels, hotels should solve them in the following aspects:

Listen carefully to customers' complaints, keep calm, sympathize, understand, comfort the guests, and apologize to the guests.

Give sufficient attention to guests; pay attention to process inquiries and record key points;

Put forward specific measures to solve the problem, to compensate customers, or even "excess" compensation.

Put forward the time needed to solve the problem. When the customer complains, the mood is very urgent. For the small problem, the front-line employee can solve the problem. For the big problem, there must be a channel to pmit the information quickly, so that the authorized person can quickly come to the spot to solve the problem. In short, solve the problem as quickly as possible; track and supervise the execution of the remedial measures.

After the complaint is settled, the hotel should also follow up. If any customer is not satisfied, he should continue to remedy it.