处理客户投诉Complaint.ppt

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1、Unit4Complaint投诉处理程序耐心聆听表示同情记录要点告诉客人酒店可以（或打算）采取的措施告诉客人解决问题所需的时间立即行动检查落实整理材料存档并改进工作处理投诉的注意事项保持目光接触，并不断反馈，如”Yes”不要急于辩解，或质问客人及时根据房号等相关信息认识投诉者，使用客人的名字进行称呼表示郑重的道歉：Wedoapologizefor…感谢客人的提醒：Thankyouforbringingthemattertoourattention.词汇Assoonaspossible尽快Dealwith/handle/takecareo

2、f处理Makesure确保听力对话2分钟重点句型表示歉意和关注：Iamterriblysorry.Idoapologizeforallthetrouble.Iamsorrytohavecausedyousomuchtrouble.引导客人离开公共区域：Wouldyoumindcomingwithmetomyofficeandtellmewhatexactlyhappened?重点句型解决投诉：Pleaserelax,missLiu,Iwilltakecareofitaccordingtoyourrequest.Iamafraidthat

3、Icannotdothatforyou.Itisagainstourregulation.Ihopeyouwillunderstand.Iassureyouitwon’thappenagain.对客人表示感谢：Weappreciateyourunderstandingverymuch.重点句型听力4分钟对话练习朗读课文情境对话情境对话Mrs.Browncomplainthatthehotwaterisnotashotassheexpected.Trytodealwithit.Mr.Greenisveryunhappywiththeres

4、taurantserviceinthehotel.Themanagerishandlingthecomplaint.阅读理解TextAQuestionsIfyouareanemployee,whatisyourattitudetowardthecustomercomplaints?Ifyouarethemanager,whatisyourattitudetowardthecustomercomplaints?Ifyouaretheownerofthehotel,whatisyourattitudetowardthecustomercom

5、plaints?Howtomanagecustomercomplaints?阅读理解TextBQuestionsClassifyallthecomplaintsinPoorService.Trytoresolvestheseproblems.Shouldweinformguestssomeproblemsabouttheroomwhentheymakeareservation.Thankyou!此课件下载可自行编辑修改，此课件供参考！部分内容来源于网络，如有侵权请与我联系删除！