HandingCompaint处理投诉程序

天天文档在线www.doc365.net联系qq：744421982STANDARDOPERATINGPROCEDURE标准操作程序HANDLINGCOMPLAINTS处理投诉TaskNumber:任务号:HK–GE0010Department:部门:Housekeeping客房部DateIssued:制定日期:August20052005年8月GuestExpectation:客人期望:Iexpectmycomplaintstobehandledswiftlyandprofessionallyandifatallpossible,byonepersonwhohastheauthoritytoresolvemyproblemby“bendingtherules”ifnecessary.我希望酒店能尽快并专业的解决我的投诉，如果有必要的话，我希望尽量是由有权限的人来处理。TimetoTrain:培训时间:25minutes25分钟Whyisthistaskimportantforyouandourguests?为什么这项任务对你及我们的客人都如此重要？Answers:回答：1.IunderstandImustlistencarefullywhenIamonthereceivingendofacomplaint.IlistenactivelytothewholecommunicationtoensureIunderstandwhattheguestwants.Iunderstandthisisnotonlythewordsthattheysaybuttheemotionbehindthewords.我知道当我收到投