针对酒店顾客投诉及补救对策处理分析

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1、本科学生毕业论文针对酒店顾客投诉及补救对策处理分析黑龙江工程学院TheGraduationThesisforBachelor'sDegreeTheRemediesCountermeasuresAnalysisAccordingtoCustomerComplaintsinHotelHeilongjiangInstituteofTechnology黑龙江工程学院本科生毕业论文摘要顾客投诉反映了顾客对酒店产品和服务的不满，揭示了酒店经营管理的缺陷，给酒店带来使不满顾客变得满意的机会，并可避免品牌转移和不良的口碑。服务补救是酒店针对服务系统中可能导致失误或发生失误的任一环节

2、所采取的一种特殊措施，它强调的是从服务全过程，通过有效地实施服务补救策略，提高整个服务系统的运作水平。本文以顾客投诉和服务补救理论为基础，通过全面的分析认识到在顾客投诉与服务补救中存在的问题：顾客投诉不积极、投诉处理回馈不力、对服务补救认识不正确、对一线员工授权不足以及忽略内部服务补救。针对这些问题提出相应的对策，首先是要树立正确的补救观念，纠正误区。其次是鼓励顾客投诉、建立便利的投诉渠道，第三是完善补救制度、加强员工的培训，最后达到建立投诉管理体系的目的。关键词：顾客投诉；服务补救；投诉渠道建设；员工授权；员工培训I黑龙江工程学院本科生毕业论文ABSTRACTCu

3、stomer'scomplaintsreflecttheirdissatisfactionwiththehotel'sproductsandservices,andalsoexposethedefectsofthehotel'smanagement,providetheopportunitytosatisfyunhappycustomersandpresentbrandswitchingandunfavorableword-of-mouth.Servicerecoveryisaspecialmeasuresthataccordingtohotel'sservices

4、ystemwhichmayleadtomistakesorerrorsinanypart.Itemphasizeswiththeentireprocessoftheservice,improvingtheoperationoftheservicesystemlevelthroughtheeffectiveimplementationofservicesremedialstrategies.　　Inthisarticle,itbasesonthetheoriesofcustomercomplaintsandservicerecovery,werealizesthepr

5、oblemsincustomercomplaintsandservicerecoverythroughanalyzingcomprehensively.theyarenotactivecustomercomplaint,handlingcomplaintsineffectively,understandingofservicerecoveryincorrectly,shortageofemployeesauthorizedforthefirst-lineandoverlookingtheinternalservicerecovery.Madethecorrespon

6、dingcountermeasuresfortheseissues,firstofall,itistoestablishacorrectconceptoftheremedy,andcorrectthemisunderstanding.Thesecond,itistoencouragecustomerstocomplaint,andestablishmenttheconvenientofcomplaintchannels.Thethird,itistoimprovetheremedysystem,andstrengthenstafftraining,reachingt

7、hepurposeoftheestablishmentofacomplaintmanagementsystemfinally.Keywords：CustomerComplaint；ServiceRecovery；ConstructionofComplaintChannel；EmployeeEmpowerment；EmployeeTrainingI黑龙江工程学院本科生毕业论文目　　录摘要……………………………………………………………………………ⅠAbstract………………………………………………………………………Ⅱ第1章导论…………………………………………………