Analysis of the significance and causes of guest complaints, listening carefully to guest complaints, properly handling guest complaints, communicating and solving the golden rule of complaints, having a good attitude, correctly understanding guest complaints, how to be in an invincible position, establishing a positive attitude, adopting a positive attitude, analyzing the general reasons of guest complaints, and no guests who are difficult to serve, restoring customer confidence with their own attitude, actively handling complaints, handling paperwork skills in guest rooms, and recognizing customer feelings, Correcting mistakes and building loyalty, starting with apologizing, seeking solutions together, frankly facing dissatisfaction, speaking from the other side's point of view, preventing customers from complaining, waiters should have self-restraint awareness, language skills to resolve contradictions, save service failures and establish complaint channels.

● Listen carefully and respect others.

1, listen to the customer's instructions

Step 2 know the facts

3. Determine the type of complaint.

4, eyes, show respect

5. Express good will to solve the problem.

Express concern

1, whether you agree or disagree, you should show concern for customers' emotions.

2. Avoid the question of "right" or "wrong", because it will be embarrassing for customers to clearly know that they are wrong. If customers know that we are wrong, we have to bear greater responsibility.

● Satisfy customers who complain.

1. Confirm to the complaining customer that we will investigate the problem and inform them of the investigation result (ask for telephone number and name for enquiry).

2. Pay attention to the "two-choice strategy" when proposing solutions.

3. Suggest a reasonable solution

If necessary, tell the other party that we will report the situation to the immediate superior immediately.

● Thank customers.

1. Thank customers for showing us the existing problems.

2. Express concern about this matter again.

3. Immediately tell the supervisor the specific situation of the complaint and the (temporary) solution to the problem.