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1、浅析余姚宾馆宾客投诉的处理摘要近年来，伴随着国内市场经济的高速发展，酒店行业也迅速发展起来，酒店的数量、规模都在不停地增加和扩大，在日益激烈的市场竞争中，酒店要想取得成功就必须要发展忠诚的顾客。在建立忠诚顾客的过程中，关键的问题是如何处理好客户的投诉，如若酒店能很好的处理客户的投诉，可以间接的弥补酒店的一些不足，让客人觉得满意，建立客人的忠诚度，从而提升酒店的竞争力，促进酒店的长久经营。余姚宾馆是余姚最先有的五星级酒店之一，见证了余姚近年来的酒店行业的发展。虽然在对客服务上做的很好，但是在顾客投诉问题的处理上还存在着缺陷
2、与不足，这就制约了酒店进一步的发展。本论文最先介绍了余姚宾馆的基本情况，然后经过对宾馆宾客投诉处理方法的调研，发现其中隐藏的问题，详细地了解了宾客投诉酒店的原因，并对宾客的投诉心理进行了分析。最终根据宾馆的经营特点和实际情况，提出相应的对策来有效处理投诉。关键词：酒店；顾客投诉；投诉处理；相应的对策II浅析余姚宾馆宾客投诉的处理AbriefanalysisofPlazahotelYuyaocustomercomplaintAbstractInrecentyears,withtherapiddevelopmentofmar
3、keteconomyinourcountry,thehotelindustryhasdevelopedrapidly,thenumberandscaleofhotelsareconstantlyincreasingandexpanding,thehotelsuccessmustbetodeveloployalcustomers.Intheprocessofestablishingloyalcustomers,howtohandlecustomercomplaintsisalwaysakeytothehotel,ifhot
4、elabletohandlecustomercomplaint,canmakeupfortheshortageofthehotel,makecustomerssatisfaction,buildloyalcustomers,andenhancethecompetitivenessofthehotel,whichpromotesalong-termbusiness.PlazaHotelYuyaoisoneofthefirstfive-starhotel,witnessedthedevelopmentoftheYuyao’s
5、hotelindustryinrecentyears.Although doing well in customer service,butindealingwithcustomercomplaints,therearestillflawsandshortcomings,whichrestrictedthefurtherdevelopmentofthehotel.ThispaperfirstintroducesthebasicsituationofPlazaYuyaoHotel,Then, afterasurveyof
6、thehotel customer complaintshandling methods, foundthehiddenproblems,understandthecausesofthehotelcustomercomplaintsindetail,andpsychologicalanalysesofcustomercomplaints.Finallyaccordingtotheoperatingcharacteristicsandcircumstancesofthehotel,Putforwardthecorrespo
7、ndingcountermeasures to dealeffectivelywith complaints.Keywords:Hotel,customercomplaints,complaintshandling,correspondingcountermeasures2目录摘要.....................................................ⅠAbstract..................................................Ⅱ引言.......
8、.............................................11余姚宾馆简介..........................................21.1余姚宾馆简介.....................................21.2宾馆组织结构.......
