What are the principles for handling customer complaints? I am from the property management office, and I am sincere.

1, the tendency to care, keep a balance, and admit the fact that guests complain. If possible, when handling complaints, let the guests talk to the receptionist alone, so as not to affect other guests, so as to show respect for the guests and attach importance to the problem.

2. Communicate with the guests, look at the problem from the perspective of the guests, and understand the mood and situation of the guests. Express sympathy and greetings to the guests.

3. Pay attention to complaints.

Complaints to guests should be focused and don't deviate from the subject. If you are at work, you must stop what you are doing, concentrate on complaining, and don't care about other aspects of the guests.

4. Thank the guests for their criticism and suggestions.

After understanding the situation of guest complaints, thank the guests for their opinions. Tell the hotel that you can take action. If possible, propose alternatives, don't promise the impossible, and don't exceed your responsibilities.

5. Decide the approximate time when the restaurant can take action and try to compensate the customers' complaints. Tell the guests when to take corrective measures, and the time should be specific, but don't underestimate the time needed to solve the problem.

6, the implementation of supervision, check the specific compensation measures after taking action on guest complaints, continue to keep in touch with guests, understand the guest's response to complaints, at the same time, the whole complaint time and measures taken, results, a complete report to the relevant parties, in order to continuously improve service.

Customer Satisfaction and Customer Complaints Reference: China Complaints Handling Association