The model reply to the complaint letter is as follows:
Dear guests:
Hello! Thank you for your comments on the service of our hotel. I apologize on behalf of our hotel. We are very sorry for the mistakes of our employees, and we will definitely strengthen the management of our employees.
our company firmly believes that a truth is "111-1=1". She has two meanings: First, the products sold by the hotel are purchased by various service items, and each service product, such as rooms, restaurants and entertainment, represents an overall hotel image. If any product has quality problems, it will damage not only the reputation of this product, but the reputation of the whole hotel, so 111-1=1.
Second, when a guest stays in a hotel for consumption, his consumption items are purchased from various service items. If the customer is dissatisfied with any one of the service items, their satisfaction will not decrease by subtraction, but will be totally denied, because he can't experience all the service items.
in his view, the project he experienced represents the service quality of all projects. In the increasingly fierce market competition, he will not be a "repeat customer" and then consume the services provided by this hotel. For this hotel, its service income is equal to zero. So fundamentally speaking, service quality is the life of a hotel.
it tells us that for customers, the service quality is only good or bad, and there is no better or worse comparison grade. Good is all, bad is zero. Service is not a piecemeal action, but a systematic project. A picky customer will deny other parts of the whole system because of a "point" problem in the system.
In fact, this is not customer irrationality, but "customer rationality". In the face of customer rationality, any complaint is useless. Service, we must pursue customer satisfaction.
in this regard, our hotel's interpretation of "satisfaction" is: no complaint does not mean satisfaction; No dissatisfaction does not mean satisfaction; The real satisfaction is to move customers, to ferment and expand their positive emotions, and to involuntarily tell others about their moved state. Only such "satisfaction" is the real "satisfaction emotion".
we will set up an organizational structure for service quality management. As the organizational guarantee of the service quality system, a comprehensive, scientific and reasonable service quality control system is established, and hotel quality management activities are systematized, standardized and institutionalized through certain systems, regulations, methods and procedures, and all hotel quality activities are brought into a unified quality management system.
we will define the quality standards for the daily management and service links of various service projects, and formulate work norms and procedures, so that employees' service behaviors can be followed. Truthfully record the service process of each post and link in the hotel, carefully analyze and study it, improve it according to the quality management requirements, make it reasonable, and determine it in the form of words and charts to form a service procedure.
at the same time, we will also formulate service quality inspection procedures and control standards, establish a quality information feedback system, collect and analyze the reasons why services do not meet the standards, and propose and implement improvement measures.
thank you for your comments on the service of our bar. We will never have such problems in the future. We will give them back to customers with the best service.
We are eagerly awaiting your valuable comments on our hotel. We hope that in the new year, we can "continuously create new services, create value around the guests, and grow and develop together with the guests!"
I wish you all the best!
xx Hotel
xx, xx, XX, XX
Extended information
Principles for handling customer complaints
First, you can't argue with customers. Our purpose is to listen to the facts and then seek a solution. Argument will only hinder us from listening to customers' views, which is not conducive to alleviating customers' bad emotions.
second, respect customers' feelings. The customer made a complaint, indicating that we must have done something wrong or bad. We try our best to identify with customers' feelings, and this acquiescence helps to alleviate customers' irritability and dissatisfaction. Lay a good emotional foundation for us to handle the problem satisfactorily in the next step.
thirdly, the earlier the treatment, the better the effect. After the service error occurs, it should be dealt with at the first time. The longer the time, the greater the damage to customers and the serious test of customer loyalty.