Short:

Dinner,

The beef stew in the restaurant is too salty

But the waitress's service attitude is particularly good

I'm embarrassed to say anything;

In the past,

I was extremely demanding on food,

I asked the waiter to take back a plate of shredded potatoes

with different thickness, and change it.

But today

I'm not embarrassed to have an attack at all

Therefore,

how important the service quality is to a hotel!

Long:

Case 1: Customer complaint handling case about "There are flies in Chenguang yogurt" (a successful case of handling customer complaints)

One day in p>2111, in a shopping mall, the customer service center received a customer complaint, and the customer said that flies were drunk from Chenguang yogurt bought in our mall. The content of the complaint is roughly as follows: After the customer Miss Li bought Chenguang sour milk from our shopping mall, she immediately went to a restaurant to eat. After dinner, Miss Li took out sour milk and let her children drink it. While chatting with her friends, she suddenly heard the child shout, "Mom, there are flies here." Miss Li looked for fame and saw a fly in the yogurt box that the child was drinking (the yogurt box had been torn open by the child's hand at that time). Miss Li was furious at that time and brought her children to the mall to complain. Just then, a manager on duty saw it and came over and said, "Since you said there was a problem, take the child to the hospital. We will be responsible for the problem!" After the customer heard it, he added fuel to the fire and shouted, "Are you responsible? Ok, now I'll let you eat 11 flies, I'll take you to the hospital for examination, and I'll be in charge, okay? " While talking, he shouted in the shopping mall and kept saying that he would go to the Consumers Association to complain, which caused many customers to watch.

The person in charge of the customer service center of the shopping plaza immediately came to handle it, quickly asked the manager on duty to leave, invited the customers to the office to talk, and patiently asked what happened while apologizing. Key points of inquiry: 1. The place where the flies were found (determine the sanitary situation of the restaurant); 2. Make sure that the box of yogurt was in a torn state instead of a closed state with a straw inserted; 3. Confirm that the flies were discovered by children first, and adults were not present; 4. Ask if there is any similar situation in purchasing "Chenguang" milk before? After learning about the situation, the store put forward suggestions, but because the customers were always worried about the manager on duty's words of "if there is a problem, we will take care of it" and refused to accept our apologies and suggestions, the conversation was deadlocked for more than two hours, and there was still no result. Finally, the person in charge of the store had to let the customers leave their contact numbers and propose to negotiate with them another time.

The next day, the person in charge of the mall called the customers and told them that our mall had contacted Chenguang Milk Company, hoping to invite customers to visit Chenguang Milk Factory (the whole production line of Chenguang milk: production-packaging-inspection is carried out in a sterile and closed operation room), and suggested that, in line with the store's attitude of being responsible to customers, if customers request, we can. Because the customer has passed the gas head and calmed down when receiving the call, and also feels that the person in charge of the mall is very serious and rigorous in handling this matter, the customer's attitude has eased a lot. At this time, the mall apologized to the manager on duty, and analyzed the location (not a small restaurant with a clean environment) and time when the customers found the flies, the fact that the adults were not at the scene, the yogurt box was not closed, and it had been torn open by the children, so as to let the customers know that this series of situations did not rule out that the flies fell into the yogurt (rather than the milk itself).

Through constant communication with the person in charge of the mall, the customers finally stopped being angry. Finally, they told the person in charge of the mall that what they were most angry about was what the manager on duty said. Since the mall paid so much attention to this matter and handled it seriously, they would not pursue it again. They believed that the fly might have fallen into the air when a child was drinking milk. The customer said, "Since you really deal with this matter so seriously, we won't care any more. You can tear up the shopping receipt now. Don't worry, we will keep our word and won't pester this little thing any more!"

In this customer complaint handling incident, it is worth reflecting on and learning from:

The reflection chapter is a very serious work in handling customer complaints. The attitude, behavior and way of speaking of the handler at that time will play a vital role in handling the incident, and sometimes a casual sentence will play a fuse role in the development of things. Our principle in dealing with customer complaints is to soften contradictions rather than intensify them. Therefore, it requires the person in charge of complaint handling to constantly improve their comprehensive quality, strengthen their knowledge and understanding of customer complaints, and try to avoid the adverse consequences caused by their own mistakes.

The person in charge of this complaint in Reference has a lot to learn from:

1. Calm: When the contradiction intensifies further, replace the parties, change the venue and then change the negotiation time.

2. Sophistication: First, listen to the customer's story, find out the favorable evidence that is beneficial to the shopping mall, and analyze it objectively after the customer is calm.

3. Patience: After the negotiation is deadlocked, you are not anxious or dry, and you are very sincere in solving the problem from the customer's point of view, and the handling method is rigorous and serious.