处理顾客投诉有效的服务补救方式

我一生都在从事顾客服务业。我第一次进入这个领域是在小学的时候。没错,是小学。我是一个老派的报童。你们看,我为我们小区的居民提供了最宝贵的服务,因为我把每天的新闻带给他们。在某种意义上,我就是20世纪70年代版的“信息流”或者说“推特”。罕有的情况下,有人打电话到我的本部举报说他们的报纸哪里湿了或者是在我完美地把报纸扔到他们的门廊之后报纸撕烂了。这时,如果我月底还想拿到小费,我就得需要部署服务补救策略。在我29年酒店从业生涯的前台工作中,及我在品牌酒店集团的客户服务部做领班时,这些技巧让我受益匪浅。而且,这些技巧至今让我仍然受用。

Dealing with Customer Complaints Effective Service Recovery

I＇ve been involved in customer service nearly all my life. My first foray into this area occurred when I was in elementary school. That＇s right, elementary school. I was an old fashioned ＂paper boy.＂ You see, I provided a very valuable service to the residents in my neighborhood - I brought the daily news to their door. In a sense, I was the 1970＇s version of the ＂news feed＂ or twitter. On the rare occasion when one of my customers called my home （on a land line that was called a ＂party line,＂ a story for another day to be sure） to report that their newspaper was wet from the elements or the front page was torn during the landing from my perfect toss to their front porch - I had to deploy service recovery tactics if I was to have any hope of a gratuity at the end of the month! These skills served me well at the front desk in the many hotels I worked at during my 29 year hotel career as well as when I had the honor of leading the guest assistance department for a major hotel branding company. And, these skills continue to serve me well today.