Hello, landlord:

1. Reasons for customer complaints

Complaints are criticisms, complaints or complaints made by customers who are dissatisfied with the facilities, equipment, projects and services provided by the hotel. Its manifestations include telephone calls, written complaints and face-to-face complaints. There are many reasons for hotel customers' complaints, but they can be summarized as follows:

1. Complaints caused by the quality of products or equipment. The production and use of hotel products can not meet the requirements of customers, which leads to complaints. For example, air conditioning can't cool; Poor hygiene of food causes customers to feel unwell; Another example is that there is dirt on the bedding, and so on.

2. Complaints caused by untimely service. For example, the customer ordered the meal but failed to deliver it to the guest room in time, or the lights in the room burned out and failed to be repaired in time, and so on.

3. Complaints caused by price. Compared with their own expectations, the benefits and feelings of the hotel fees paid by customers, compared with the actual use value of products or services, compared with their previous experience, customers feel that they are not very worthwhile, so they will complain about the unfair and unreasonable prices.

4. Complaints caused by excessive promotion of products or services. The description of hotel products and services in hotel brochures or advertisements is inconsistent with the actual situation, and the promises made by the reservation department can not be fulfilled, which can cause customer complaints. 5. Complaints caused by "human" reasons. On the one hand, customers may complain because they are dissatisfied with the service quality or level of the service staff in the wine shop; On the other hand, the bad interaction between customers will also lead to complaints.

second, the escalation of customer complaints

when a customer is dissatisfied with the hotel's products or services, he usually sends a complaint to the waiter who serves him first. If it is not solved, he will vent his dissatisfaction or complaint to the senior department manager or even the general manager in order to get a satisfactory answer. If this still can't eliminate his dissatisfaction, customers often have three choices. First, they will not take any action, but decide to choose another hotel in the future; On the other hand, customers will choose to stay in another hotel directly. The third option is to upgrade its complaint behavior to legal procedures and try to seek the help of relevant laws and regulations. But this is not the end of the matter. The management of the wine shop must understand that if the service or management of the hotel fails to handle a customer's complaint well, the consequence is likely to be not only the loss of the loyalty of the designated customer in the future, but the trust of a group. An angry customer will tell his family, friends or colleagues about the unpleasant experience he has experienced, so that his complaint itself and the adverse consequences of the complaint will spread and spread among the crowd.

Third, the factors that affect customers' complaints

Although customers are treated unfairly or are not satisfied in the hotel's consumption process, not all customers are able or willing to complain to the hotel. In my opinion,

There are several factors that affect their complaints.

1. The cost of complaint itself is too high, which makes customers feel that it is not worth complaining. The cost of the complaint itself includes two aspects: on the one hand, it takes a certain amount of money and time to complain, for example, it may take several phone calls and write a strong and reasonable complaint letter; Or spend some time waiting for the result of complaint handling, and so on. On the other hand, complaints have also brought a certain psychological and spiritual burden to complainants, especially when they will have to face the service or management personnel who have caused them harm again, or take judicial measures to solve them.

2. customers themselves lack the necessary common sense, or for other reasons, they don't know who to complain to or how to complain. After investigation, 21% hotel customers in Japan don't know how or to whom to complain and complain about their unfair treatment and dissatisfaction.

3. The customers themselves think that even if they complain, they will not get a satisfactory answer. Surprisingly, in 2111, the survey results of the hotel industry in China showed that 41% ~ 61% of China customers were skeptical about the satisfactory results of their complaints.

fourth, how to facilitate customer complaints and solve problems. Since customer complaints are affected by many factors, hotel managers should consider how to make customer complaints easier, with wider channels and better results. Hotels should first broaden and improve customer complaint channels, such as setting up a free customer complaint hotline; Publish the network and E-mail address for receiving complaints; On the other hand, employees are required to take the initiative to ask customers whether the products and services of the hotel can satisfy them. Of course, broadening the channels for consumers to complain is not enough to solve the problem. In fact, just accepting complaints and turning a blind eye will make things worse. Hotels must establish a set of sophisticated and flexible remedial measures to make up for the defects of products and services. Hampton Inn, located in California, USA, provides a good model for hoteliers in this respect. Two tourists from Australia once refused to enjoy the free breakfast provided by the hotel because the content and taste of the breakfast were too different from those in their hometown. The next morning, they enjoyed a hearty and delicious breakfast. They felt very satisfied and strange at the same time. The restaurant manager who came to the hotel used his spare time to actively consult Australian tourists living in other hotels, and went to the supermarket to buy the necessary raw materials. He cooked an authentic Australian breakfast at home and took it to the hotel for them to enjoy the next day.