酒店处理客人投诉的程序.ppt

1. When listening to a guest complaint, give the guest your undivided attention.
集中注意力，聆听客人的投诉
2. Acknowledge the guest and the complaint. Let the guest know you are concerned about the problem.
确认客人的投诉,让客人知道你重视他的问题
  3.  Ask questions to determine the exact complaint. Repeat the complaint in your own words to confirm that you understand.
询问确认问题。重复客人所述，确保你理解无误