洲际酒店集团投诉处理指导手册

ComplaintResolutionInformationyouneedtoeffectivelyhandlecomplaintstomaintainexcellentguestsatisfaction.Guestsdon’talwaysfeelcomfortablebringingtheirconcernstotheattentionofhotelstaff.Understandably,thiscansometimescausefrustrationwhenyourgoalistomaintainexcellentguestsatisfaction.TheHospitalityPromise™wasdesignedtoencouragecommunicationbetweenguestandhotelbutisalsoapromisedesignedtosatisfyourguestsevenaftertheyhaveleftthehotel.GuestRelations’aimistoworkwithyouinresolvingcustomerconcerns.HotelsarenotifiedofguestcontactsthroughWebGURUMerlin.Yourhotelwillhavetheopportunityofviewingthesecasesandprovidearesolutionwithin48hoursforthosethathavebeenreferred.Whencomplaintsareresolvedonahotellevelandtheguestissatisfied,thereisnoneedfortheguesttocontactGuestRelations.KeepinminditislesscostlytosatisfyaguestonthefrontendratherthanwhentheycontactGuestRelationsandaCaseManagementfeeisoftengeneratedinadditiontoanycompensation.Trytoencourageopencommunicationsbetweenyourguestsandstaff.Followupeverycheck-inwithacourtesycalltotheroom.CustomerServiceThissectiondetailsbasiccustomerservicetechniques,includingcommunicationtipsandhelpfuldialogue.Thesetechniquesshouldbeappliedtoallguestinteractions.GuestFactsSatisfiedguestscomeback.Customerservicebuildsrepeatbusinessforyourhotelandincreasesbrandloyalty.Satisfiedguestswilltelltheirfriends.Guestserviceisanexcellentadvertisingtool;wordofmouthisthebestformofadvertising.Dissatisfiedguestsprovideimportantfeedback.Feedbackfromguestswillhelpyoudetectproblemareasinyourhotelorganizationandenableyoutotakecorrectiveaction.Itissixtimesmoreexpensivetoacquireanewguestthanitistoretainanoldone.Goodcustomerservicenotonlycorrectsthedamage,butgivesyourorganizationastrategicadvantageoveryourcompetitors.Youwillseethatyourprofitswillrisewithlongevity;thelongeryoukeepaguest,themoretheyareworthtoyou.Thebetterguestsknowandtrustyou,themoretheyarewillingtobuyfromyou,andhencethebetteryougettoknowandservethem.Itisinevitablethatyouwilldealwithdissatisfiedcustomersatsometimeanditmaybedemanding.Bymakingeveryefforttoresolveallcomplaintswhiletheguestisstillonproperty,almosteveryproblemcanberesolved.Infailingtodealadequatelywithadisappointedguestataninitialstage,youareactuallycreatingyourowndemandingcustomerwhowillbefarmoredifficulttodealwithastheproblemescalates.IHGStandardsstate:AnyguestcomplaintsreceivedbyIHGwillberesolvedimmediatelyandfairlytothecustomer’ssatisfaction.Inotherwords,youshouldrespondquicklyandeffectivelytoanyguestconcerns,includingGuestSurveysdrivenbyIHG.Inthissectionwewillelaborateontheartofeffectivecomplainthandlingthroughgoodguestcommunication.Wewillgothroughtheprocessofcomplainthandling,step-by-step.Wewillconsideraspectsofverbalandnonverbalcommunication,listening,questioningandfeedbackskills,andtelephoneskills.CommunicationTipsWhencommunicatingwithacustomer,youarethepublicfaceandvoiceofyourhotelandofIHGasawhole.Therefore,yourabilitytocommunicatewellwithaguestisofparamountimportance.Considerallformsofcommunication:howyoulook(clothingandadornment),howyouact(facialexpression,headmovements,gestures)whatyousayandhowyousayit(voicetone).Thereisverbal(yourwords)andnonverbalcommunication;doyouspeakpleasantlytotransmitapositiveattitude,considerthetoneandpitchofyourvoice,smile,establisheyecontactandhaveagoodposture?Remaincalm.Don’tbedefensive.Donottakecriticismspersonally.oItisnotyouthecustomerisangrywith;trytobeobjectiveandputyourselfintheirshoesOfferanapology,evenifthedisserviceisnotyourfault.oI’mveryconcernedyouaresoupsetoDoesnotadmitblame,butdoesestablishsomerapportwiththecustomer.Empathy-showempathybyusingphrasessuchas,oIcanunderstandhowyoufeel.oIappreciatewhatyouaresaying.Addressthecustomerbyname.oI'msorryMr.Jones.Acceptresponsibility.Allcommunicationshouldbeinthefirstperson.Use:Iapologize.,notWeNoexcuses!Avoidmakingexcusesorblamingothersinyourorganization.oThecustomerisaskingforasolutiontotheproblem,notaninquisitionintoyourinternaloperations.Attention-givethecustomeryourfullattentionandestablisheyecontact.oSympatheticnodsandnotetakinghelpdefusesituationsandhelpcustomersfeeltheyarereceivingafairhearing.Understanding-paraphrasetheircomplainttodetermineifyouhavecorrectlyunderstoodtheirconcerns.oPlaythesituationbacktothemtocheckforunderstanding.oIjustwanttoverifythatIhaveunderstoodyoucorrectly.I'llfindout!-Ifyoudon’tknowtheanswertotheirproblem,donotlie.oAdopttheoldteachingmaximandadmityoudon’tknowbutmakeacommitmentthatyouwillfindoutandgetbacktothemwithinaspecifictime.Keepcommitments.oCallbackwhenyousayyouwill,evenif,forsomereason,youhaven’tbeenabletoobtainasatisfactoryanswerbythen.Considertheirthoughts.Makethecustomerpartofthesolution-notpartoftheproblem.Here'swhatIcando..Tellthemwhatyoucando...notwhatyoucan’tdo.Ask:WillthisproblemberesolvedifI...?.oFindoutwhatitwilltaketoturntheirdissatisfactionintosatisfaction.Dotheywantarefund,credit,discount,replacement?Offerasolutionandobtainthecustomer’sagreementthatthiswouldsatisfythecomplaint.Actquickly.Iftheyagreewiththesolution,actquicklybefo