郵輪客艙投訴處理

職業(yè)教育國際郵輪乘務(wù)管理專業(yè)教學(xué)資源庫《郵輪客艙服務(wù)與管理》雙語版郵輪客艙投訴處理學(xué)校：湖北科技職業(yè)學(xué)院授課老師：王紅玲知識(shí)點(diǎn)KnowledgePoints知識(shí)點(diǎn)一：投訴的定義與原因KnowledgePoint1:Definitionandreasonofcomplaint.知識(shí)點(diǎn)二：如何處理投訴問題KnowledgePoint2:Howtodealwithcomplaints.Definitionandreasonofcomplaint.一、投訴的定義與原因投訴指客人在住宿或用餐過程中對郵輪服務(wù)或者郵輪服務(wù)的申訴和意見事實(shí)上，客人投訴不僅意味著客人的某些需要未得到滿足，同時(shí)也是對管理質(zhì)量或者服務(wù)人員的工作質(zhì)量的一種差評ComplaintItreferstothecomplaintsandopinionsofguestsonhotelserviceorcruiseserviceintheprocessofaccommodationordining.Infact,customercomplaintsnotonlymeanthatsomeneedsofguestsarenotmet,butalsoakindofbadevaluationofmanagementqualityorservicequality.投訴產(chǎn)生的原因Causesofcomplaints1設(shè)施、設(shè)備出現(xiàn)故障Facilitiesandequipmentfailure.2客人對無形的服務(wù)不滿Thecustomerisdissatisfiedwiththeinvisibleservice.3客艙管理不善Poorcabinmanagement.4客人對客艙的有關(guān)政策規(guī)定不了解或誤解Guestsdonotunderstandormisunderstandthecabinpolicy.對待投訴的態(tài)度Attitudetowardscomplaints1發(fā)現(xiàn)存在的問題與不足Findtheexistingproblemsanddeficiencies2為郵輪客艙部提供了一個(gè)改善賓客關(guān)系的機(jī)會(huì)Providesanopportunityforthecruisecabindepartmenttoimproverelationsbetweenthem.3有利于客艙改善服務(wù)質(zhì)量Itisbeneficialtotheimprovementofcabinservicequality.4對郵輪會(huì)造成負(fù)面的影響Itwillhaveanegativeimpactoncruiseships.Howtodealwithcomplaints.二、如何處理投訴問題客人總是對的Theguestsarealwaysright.0

1Doagoodjobinpsychologicalpreparationforreceivingcomplaints.做好接待投訴客人的心理準(zhǔn)備0

2Trytocalmdowntheguests.設(shè)法使客人消氣0

3Listentocustomers'complaintscarefully.認(rèn)真傾聽客人投訴0

4Expresssympathy,understandingandapologyfortheunfortunateexperienceoftheguests.對客人的不幸遭遇表示同情、理解和抱歉處理投訴的流程Processofhandlingcomplaints0

5Dealwiththeproblemsreportedbytheguestsimmediately.對客人反映的問題立即著手處理切不可在客人面前推卸責(zé)任Nevershirkresponsibilityinfrontofguests.給客人多種選擇方案Giveguestsavarietyofoptions.盡量給客人肯定的答復(fù)Trytogivetheguestapositivereply.處理投訴的流程Processofhandlingcomplaints處理投訴的流程Processofhandlingcomplaints06Givefeedbacktothecomplainthandlingresult,communicatewiththeguestagain.對投訴的處理結(jié)果予以反饋與客人進(jìn)行再次溝通07Makerecordsandkeepthemonfile.做好記錄，留檔某郵輪客艙，香港王女士入住1408房間。晚上，王女士回到房間，發(fā)現(xiàn)空調(diào)壞了，于是打電話通知客艙部派人維修。客艙部派小張來處理此事。服務(wù)員小張知道1408房的空調(diào)暫時(shí)修不好，而且現(xiàn)在已無一空房，怎么辦？Inthecabinofacruiseship,Ms.WangfromHongKongstayedinroom1408.Intheevening,Ms.Wangreturnedtoherroomandfoundthattheairconditionerdidnotwork,soshecalledthecabindepartmenttosendsomeonetorepairit.ThecabinDepartmentsentXiaoZhangtotakecareofit.TheattendantXiaoZhangknewthattheairconditionerinroom1408wouldnotberepairedwellforthetimebeing,andtherewasnovacantroomnow.Whatshouldtheydo?案例一：服務(wù)藝術(shù)+電扇＝空調(diào)Case1:ServiceArt+electricfan=airconditioningInfrontoftheguests,hecommunicatedwiththehousekeepingdepartmentandtheengineeringdepartmenttochangetheroomandrepairtheairconditioner,butfailed.他當(dāng)著客人的面與客房部、工程部溝通，換房間和修空調(diào)之事，未果。過程Process

小張這一番努力，讓王女士非常感動(dòng)，對小張說：“先生，謝謝您為我操心，您別為難了，給我電扇就行了?！毙埍傅卣f：“那好，先給您加個(gè)電扇，一有空房就馬上給你調(diào)房。謝謝您對我們的諒解！”于是，馬上給客人安了一臺(tái)電扇，平息了這棘手的事情Ms.WangwasverymovedbyXiaoZhang'sefforts.ShesaidtoXiaoZhang,"Thankyousir.Don'tbeembarrassed.Justgivemeanelectricfan."XiaoZhangsaidsorry:"Well,firstgiveanelectricfanforyou,iftherehaveroomavailable,Iwillchangetheroomtoyou.Thankyouforyourunderstanding.”So,immediatelyinstalledanelectricfanfortheguest,calmeddownthisthornymatter.解決問題Solvetheproblem評析AnalyseandcommentApologyCourtesy陪禮道歉Roomchangeormaintenance換房或維修Giveadiscountontheroomrate在價(jià)格上給予優(yōu)惠Takeaflexibleapproach采取變通的辦法處理設(shè)備損壞問題的的原則Principlesforhandlingequipmentdamage某郵輪，客艙服務(wù)員小張晚間查房，發(fā)現(xiàn)1416房間的香港客人王先生帶著一位女士回房間，當(dāng)時(shí)是晚上11：30，超過訪客探視時(shí)間。小張禮貌地告訴王先生：“客人來訪已超過探視時(shí)間，請讓這位女士明日再來，如今晚確有事相商，可另開一個(gè)房間?！監(jiān)nacruiseship,cabinattendantXiaoZhangcheckedtheroomatnightandfoundthatMr.Wang,aHongKongguestinroom1416,returnedtohisroomwithaladyat11:30p.m.,exceedingthevisitingtimeofthevisitors.XiaoZhangpolitelytoldMr.Wang,"thevisitorhasalreadyexceededthevisitingtime.Pleaseaskthisladytocomebacktomorrow.Ifyouhavesomethingtodiscusswithus,youcanopenanotherroom."案例二

是小費(fèi)還是索取賄賂Casetwo:tiporbribe王先生塞給服務(wù)員小張200美元，讓小張照顧一下，小張接過錢，退出房間。第二天，王先生送走昨晚帶回來的女士，向客房部投訴服務(wù)員小張，核實(shí)后，將小張開除Mr.WanggavethewaiterZhang$200andaskedhimtogivemoreconcerns,XiaoZhangtookthemoneyandlefttheroom.Thenextday,Mr.WangsentawaytheladywhohadbeenbroughtbacklastnightandcomplainedtothehousekeepingdepartmentaboutXiaoZhang,whowasdismissedafterverification.案例二

是小費(fèi)還是索取賄賂Casetwo:tiporbribe評析Analyseandcomment01客艙規(guī)定，訪客探視不得超過晚11：00Accordingtocabinregulations,visitorsshouldnotvisitafter11:00p.m.02服務(wù)員不能借機(jī)向客人索要小費(fèi)Theattandantsarenotallowedtoaskfortipsfromguests.評析Analyseandcommenton03確實(shí)客人所給小費(fèi)，也應(yīng)按慣例上繳本部門領(lǐng)導(dǎo)，再由部門管理員下發(fā)給服務(wù)員Tipsgivenbyguestsshouldalsobehandedovertothedepartmentaccordingtotheusualpractice.04本案例中的服務(wù)員明知故犯，給了客人可乘之機(jī)Inthiscase,theattandantmadeanerrodeliberately,gavetheguestachance.The