On the hotel 's customer complaints management service
Summary :
With the rapid development of the hotel industry ,increasing competition in the hotel industry .
While competition is also more performance for competitive products ,services,methods ,and other aspects of quality ,but increasingly sophisticated and thorough reform of competition in the market ,making competition more intense the hotel between the lines .
Service is a special commodity sold the hotel to the guests ,are a commodity ,like any other product will have the same test the merits of its quality standards ,this standard would call quality,that quality of service .The hotel ,the business is a prerequisite ,management is the key ,the service is a pillar .Properly resolve customer complaints ,is to maintain a good quality of service provided .
Not only is a comprehensive reflection of the quality of service management ,but also directly affect the operating results.
Quality of service is good or bad depends on two factors :First,the factors thereof ; second is the human factor.Wherein the human factor is particularly important.
The hotel staff must establish a high degree of " customers" of consciousness ,the customer is the hotel's real " boss" ,"customer first " should be the purpose of the hotel must be followed .
Keywords :communication and customer service complaints
