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酒店處理客人投訴的程序.ppt

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酒店處理客人投訴的程序,1.when listening to a guest complaint, give the guest your undivided attention.集中注意力，聆聽客人的投訴2. acknowledge the guest and the complaint.let the guest know you ar...
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1. When listening to a guest complaint, give the guest your undivided attention.
集中注意力，聆聽客人的投訴
2. Acknowledge the guest and the complaint. Let the guest know you are concerned about the problem.
確認(rèn)客人的投訴,讓客人知道你重視他的問題
  3.  Ask questions to determine the exact complaint. Repeat the complaint in your own words to confirm that you understand.
詢問確認(rèn)問題。重復(fù)客人所述，確保你理解無誤

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