Generally speaking, after a service error occurs, customers often take the following three corresponding measures: First, they will directly complain or complain, which is generally handled by the corresponding customer service department of the hotel. This situation is more favorable to the hotel. Because it is a virtuous circle, at least let us know that we have not done enough in some places, and we can take corresponding measures to improve it and make it further perfect. If customers don't tell us, continue to keep silent, or because they are dissatisfied, they think we are hopeless and go straight to our competitors without saying a word, which will be even more terrible. We don't even know where we are wrong, because customers have run away and taken all our mistakes away, and we will always be kept in the dark. There is no chance to mend our ways, even until we are pushed out of the market, I don't know why. Second, customers complain to their families, neighbors, relatives, friends and even all their familiar people, and spread bad information about our hotel to them. This kind of negative publicity is very harmful and often enlarges the problem. Passing this negative influence on others, the only result is that we lose more potential customers, even prospective customers. The third is to complain directly to the management departments such as the Consumers Association. If it indirectly causes media reports, the situation will be difficult to control. Therefore, in order to safeguard the interests of enterprises and cultivate customers' loyalty, we must deal with customers' complaints and even complaints at these critical moments. We must understand that the purpose of doing this is to establish a long-term partnership with customers, not short-term cost savings. In response to customer complaints or complaints, our remedial measures should focus on customer loyalty, not just thinking that we are dealing with a customer complaint. We should regard our service failure as an opportunity to strengthen customer relations. Experts show that those dissatisfied customers will eventually have higher satisfaction than those who were satisfied the first time after experiencing a high level of excellent service recovery, and may patronize again. Moreover, there is a linear causal relationship between customer satisfaction and enterprise profits. Practice has proved that there are 91% profit sources of manufacturers, 1/11 of which are brought by ordinary customers, 3/11 by satisfied customers and 6/11 by loyal customers. There are some necessary principles to be followed in dealing with customers' complaints and 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. Authorities pointed out: "98%-99% of customers are convinced that their criticism is correct." Therefore, there is no doubt about who is right or wrong, and the result will only intensify contradictions and make customers who are already dissatisfied more dissatisfied, and our duty is to pull back those customers who have already been dissatisfied. Expert statistical analysis shows that the benefits of seeking customer satisfaction and even making necessary compensation for customers will be several times the compensation cost. Second, respect the feelings of customers. The customer made a complaint, indicating that we must have done something wrong or bad. Therefore, we must emphasize the understanding of customers, and we should make them feel that they are shopping in their own stores, they enjoy full freedom, they are the owners, and we are just people who serve them. Especially when they are under pressure from economic psychology, time and so on in shopping, we try our best to identify with customers' feelings. This tacit way helps to alleviate customers' irritability and dissatisfaction. Lay a good emotional foundation for us to handle the problem satisfactorily in the next step. Third, 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. Therefore, we must formulate corresponding systems to strengthen our management. In this regard, the "four-system" principle of a foreign catering enterprise sets an example for us, that is, "to advocate general questions, we must answer them within three days;" Complex questions must be answered within one week; Unresolved written reply system; 21 yuan's one-day fine system for delaying the date. " Facts have proved that the benefits of doing so are great. The president of the Ritz Hotel, which won the quality management award of American service enterprises, created the so-called "1-11-111" service rule, which means that after the service error appears, it only costs the enterprise one dollar to solve it on the spot, but the handling fee will be 11 dollars the next day, and then it will rise to 111 dollars. Cultivate a well-trained workforce. Enterprise operation begins with "people" and ends with "people". People's problems account for more than 81% of enterprise problems. We should establish the concept of employee first. Front-line employees are the embodiment of service, and employees have the highest contact with customers. Employees' behavior will directly affect the service quality felt by customers, and then affect the reputation of the whole company. We should treat our employees well to treat our customers. Companies with excellent service have a warning: those who don't directly provide services to customers had better provide services to those who do it, so as to unite all employees and promote customer service. Therefore, the education and training of employees is in the core position. The content of education lies not in mechanical theoretical preaching, but in the psychological construction of employees, and training should be more important than practice, and both are indispensable. Only in this way can we gradually cultivate the loyalty of our customers and make them agree with our service concept: customer first, customer first. Then, in the future competition, we will be prepared and invincible.