酒店如何对待顾客抱怨

Correct Attitude towards Customers' Complaints for Hotel Business

现代酒店的经营已经由卖方市场向买方市场转变。酒店追求的是让顾客满意。实践表明,消除顾客抱怨心理是增强顾客满意程度、培养忠诚顾客的有效途径。正确对待顾客的不满意、批评和投诉,制定合理的处理顾客抱怨制度是目前各酒店都必须面对的一个现实。

The management of modern hotel business has experienced a change from the sellers' market to buying party's market. What are the hotels persuing is how to make customers satisfied. The practice indicates that clearing up the customers' complaining psychology is the effective way to raise the customers' satisfaction degree and cultivate loyal customers. At the present time how to hold a correct attitude towards customers' unsatisfaction, criticism and complaints, work out a reasonable regulation dealing with the customers' complaints is a problem of reality that all the hotels must be faced with.