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本文以客人投诉的处理和饭店形象的树立为研究对象,首先论述了正确处理客人投诉问题的重要性,包括有助于维护顾客权益,有助于赢得当事顾客的谅解,防止市场环境恶化;接下来分析了处理投诉问题和饭店形象树立之间的关系,包括当事顾客方面,顾客群体方面,市场环境方面;紧接着阐述了处理投诉问题应坚持的原则,坚持以顾客利益为核心,坚持满足顾客的心理需求,坚持细化责任的落实;文章的最后论述了正确处理客人投诉问题对饭店形象树立的裨益,分别是有助于饭店树立良好的公众形象,防止顾客和饭店之间隔阂加深,有助于整个行业服务水平的进步。希望本文可以为相关领域的理论研究提供有价值的参考意见。
In this paper, the handling of customer complaints and the establishment of the hotel image as the research object, first of all discusses the importance of correctly handling customer complaints, including helping to safeguard the interests of customers, helping to win the understanding of the customers, to prevent the deterioration of the market environment; The next part analyzes the relationship between the handling of complaints and the establishment of the hotel image, including the aspects of customers, customers and market environment. It goes on to elaborate the principle that complaints should be adhered to, stick to the interests of customers as the core, Satisfy the psychological needs of customers, adhere to the refinement of the responsibility to implement; the article concludes with the benefits of the correct handling of customer complaints on the establishment of the hotel image, respectively, is to help establish a good public image of the hotel, to prevent barriers between customers and restaurants deepen , Contribute to the progress of the service level of the whole trade. I hope this article can provide valuable reference for the theoretical research in related fields.