Purpo传播方式目的: 幽趣The SC System is to create customer loyalty by offering guests dependable and efficient delivery of rvice, information and problem resolution. SC系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。 The SC concept is to promote the coordinated u of the hotels resources to increa operational efficiency. SC概念是促进酒店资源的合理运用以便增加操作效率。 |
Policy 政策: The SC System has to create customer loyalty by offering guests dependable and efficient delivery of rvice, information and problem resolution. SC系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。 |
Procedure: 程序 HANDLING GUEST COMPLAINTS 处理客人投诉注意事项 ： Note : 1)First of all, apologize to guests honestly. 首先立即向客人致以诚恳的道歉； 2)Listen to the guest very carefully, and note down the important points quickly. Meanwhile, from time to time responding the guest to show you are conscientiously listening.爱国主题图片 仔细聆听客人的投诉并记下重要环节，随时向客人做出反应； 3)许少安Show your great sympathy, to let the guest feel you are the same feeling with her/him. 表现对客人的经历感同身受； 4)Try to comfort the guests and ek for the solution immediately if it’s a most common problem or the slightest dissatisfaction. 尽量安抚客人，并立即寻找解决方法（仅针对最常见的投诉）； 5)On the other hand, the 格莱美金曲CC Agent should pass the complaints in details to ction head,房产策划 at once, who will then provide prompt follow up with the guest. The ction head should call back to SC Center after solving the complaints, and then the CC Agent can cancel the record accordingly 如果投诉严重，SC服务员应立即将投诉细节转告相关部门负责人，以便他们为客人提供最快速的解决方法。部门负责人在处理完投诉后，及时反馈给信息中心，以便她们取消投诉为待办事项 SC Agent : Good Morning(Afternoon, Evening), Mr. Brown. Services Center, Rosa speaking. May I help you? SC ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，能为您做什么？ Guest : This morning around 9:00am my friend faxed me some very important materials, but when I checked with your Business Center, the girl told me no fax for me. I waited and waited. Until tonight I went to Business Center again and found my fax was already on the desk but nobody informed me ! 客人 :今天早晨怎样跟女生聊天找话题9点，我的朋友给我发来一份很重要的传真，但当我到商务中心去查询的时候，她们告诉我没有我的传真。我等了很久，直到今天晚上，我再到商务中心，发现我的传真已经在她们桌上，却没任何人通知我！ SC小孩出虚汗怎么办 Agent : I’m sorry to hear that, Mr. Brown. I will follow up this ca immediately. SC ：非常抱歉，Mr. Brown。我们会立即为您处理这件事情。 So the SC Agent contacts with the communication center shift leader at once, and They will double-check and take corresponding action as soon as possible. After solving the problem, shift leader will apologized again to Mr. Brown, and also give a feedback to CC Center afterward. 同时，SC服务员需立即和服务中心当班负责人联系，她们将立即和商务中心联系并处理。负责人将再次向Mr. Brown道歉，并将处理情况向SC反馈。 |
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