在面对投诉问题时，我们应该怎么办？1.客人投诉时首先要耐心倾听，让客人

在面对投诉问题时，我们应该怎么办？
1.客人投诉时首先要耐心倾听，让客人把话讲完；
2.把客人的投诉意见记下来，不要急于辩解和反驳；
3.不论客人是口头投诉，还是书面投诉，都要详细了解情况，做出具体分析。如果是设备问题，应采取措施马上修理；
4.假使客人尚未离店，应该给客人一个答复，让客人知道我们已经做出处理。如果是我们的错，可根据情况，必要时请经理出面向客人道歉；
5.对于客人的侧面投诉，我们同样要重视，必要时可向领导反映，以便改进服务工作；
6.做好投诉和处理过程的记录，防止类似的投诉发生。
推荐程序，
1.做好心里准备。在酒店行业都遵循一个原则：即使是客人有错，也要当他是对的，反之，会破坏双方的和谐关系。
2.认真听取客人的叙述。
3.记录要点。客人投诉的内容、客人的姓名、房号等记录下来，以作下一步解决问题的资料和原始依据。
4.对客人表示同情和理解。将心比心，大度理解。
5.把准备采取的措施告诉客人，征求客人的意见，尽量给客人满意的答复，即使没有办成功，也应当告知过程。
推荐方法
1. 向客人如实说明解决问题所需花费的时间，最好是一个具体的时间，宁报长不报短。
2. 对客人反映的问题及时解决，切实付诸行动。
3. 对处理结果给予关注。接待投诉的员工，往往不是自己亲自直接去解决问题；但应对处理结果进行跟踪关注。
4. 问客人对于投诉处理结果的意见，是否已经满意，让客人心理窝火是很严重的隐性错误。

結果 (英文) 1:

When faced with complaints, what are we gonna do about this?1. the complaints first need to listen patiently, let guests finish;2. down guest complaints, do not rush to defend and counter;3. whether guests are verbal, or written complaint, to learn more about the situation, make a specific analysis. If it is a device problem, measures should be taken to repair it at once;4. If the guest has not yet out, guests should be given a reply, let guests know that we've made. If it is our fault, depending on the circumstances and, if necessary, asked the Manager to apologize;5. side of guest complaints, we should pay attention to and, if necessary, to reflect to the leadership in order to improve the service;6. record of complaints and process, prevent the occurrence of similar complaints.Recommended procedures 1. be prepared. Follow a principle in the hotel industry: even if guest wrong, also when he is right, on the contrary, will damage the harmonious relationship.2. listen to guest account.3. record points. Guests of the complaints, the guest's name, room number, record information and original basis to further solve the problem.4. the guests expressed sympathy and understanding. Care, generous understanding.5. tell guests prepared to take measures, seeking the views of guests, as far as possible a satisfactory answer to his guest, if not successful, should also be informed. Recommended method 1. truthfully explain to the guests the time it takes to solve the problem, preferably in a specific period of time, would rather long than short. 2. guests reflect issue resolved in a timely manner and effectively put into action. 3. pay attention to results. Receiving complaints of staff, more often than not their personal involvement in resolving the problem, but results should be tracked. 4. guest opinions on the complaint results, whether you have satisfied guests furious is a serious hidden errors.

結果 (英文) 2:

In the face of complaints, how should we do?
1. Guests complaint first to listen patiently, so guests had done speaking;
complaints 2. Opinions of the guests down, do not rush to defend and refute;
3. whether guests are oral complaint or written complaint, we must learn more about the situation make a specific analysis. If equipment problems, should take immediate steps to repair;
4. Not if guests stay, guests should give an answer, let guests know that we have to deal with it. If it is our fault, under the circumstances, when necessary, the manager apologized for the guests;
5. For the side of guest complaints, we also should pay attention to, if necessary, to reflect the leadership, in order to improve services;
6. complaints and do a good job recording process of treatment, to prevent the occurrence of similar complaints.
Recommended procedures
1. prepared mind. In the hotel industry have followed a principle: if a guest is wrong, but also when he is right, on the contrary, will destroy the harmonious relationship between the two sides.
2. The guests listened attentively to the narrative.
3. Record points. Content of guest complaints, guest name, room number, etc. recorded in order to make the next step to solve the problem of information and original basis.
4. Guests sympathy and understanding. Care, generous understanding.
5. Place prepared to take measures to tell the guests, to seek the views of the guests, the guests try to give a satisfactory answer, even if do not succeed, it should inform the process.
Recommended method
1. truthfully explain to the guests to solve the problem needed to spend time, preferably a specific time, rather long newspaper does not report short.
2. guests reflect the timely resolution of problems, and effectively put into action.
3. The results of the attention. Reception staff complaints, more often than not personally directly to solve the problem; but we should focus on tracking results.
4. Q. guest comments for complaint handling results, whether satisfied, let the guests is a very serious mental wohuo hidden errors.

結果 (英文) 3:

In the face of complaints, what should we do?1 guest complaints must first listen patiently, let the guests finish;2 write down the guest's complaint opinion, don't be eager to justify and refute;3 whether the guests are oral complaints, or written complaints, should understand the situation in detail, make specific analysis. If the equipment problem, should take measures to repair immediately;4 if the guest has not left the shop, should give the guest a reply, let the guest know we have to deal with. If it is our fault, according to the circumstances, if necessary, the manager came forward to apologize to the guests;5 for guest side complaints, we should also attach importance to, when necessary, can reflect to the leadership, in order to improve service;6 make complaints and process records to prevent similar complaints.Recommended program,1 be prepared for the heart. In the hotel industry to follow a principle: even if the guests are wrong, but also when he is right, otherwise, will undermine the harmonious relationship between the two sides.2 listen carefully to guest narrative.3 record points. The contents of the guest complaint, the guest's name, room number and so on are recorded, for the next step to solve the problem of information and original basis.4 show sympathy and understanding to guests. Your generous understanding.5 to prepare measures to inform the guests, to seek the views of guests, as far as possible to give guests a satisfactory answer, even if not successful, it should inform the process.Recommended method1 to the guests truthfully explain the time needed to solve the problem, preferably a specific time, rather reported not long short.2 solve the guest's problem in time and put it into action.3 give attention to the results. Reception complaints staff, often not directly to solve their own problems; but to deal with the results of tracking attention.4 ask the guest for the handling of complaints the opinion, whether has been satisfied, let the guests psychological serious hidden errors is wohuo.