Complaints Handling
For Positive Outcomes
化危機為轉機的客怨處理技巧
何謂危機? (What is Crisis?)
★危機(Crisis)是緊要關頭
is a critical moment
★危機(Crisis)是一個人對事件的反應
a crisis is an individual's reaction to an event, situation, or stressor.
★危機(Crisis)是一個極度困難的狀況/危險
A time of intense difficulty/dangerous,
The Chinese word for crisis presents a good depiction of the
components of a crisis. 中國字`危機`蘊含`機會`。
Complaints(抱怨)有三個基本意義:
1) Statement of dissatisfaction (不滿的理由,控訴),它是一種反應性的行為, 當行為者受到認知中之不平待遇或有不滿的理由時之表現.
2) Illness; disease (疾病),它是屬於生理及病理狀態.
3) Chronic (慣性),它是屬於心理狀態的層次,成因複雜.
危機 (Crisis)
轉機 (Opportunity)
客怨 (Customer’s Complaints)
處理技巧 (Handling Skill)
客怨 (Customer’s Complaints) 自行 處理 (Handling by themselves)
化危機為轉機
(Turn Crisis into Opportunities)
一個單純客怨
A very Simple
Customer’s Complaint)
凱蒙斯·威爾遜
Complaints(抱怨)有三個基本意義:
1)
Statement of dissatisfaction (不滿的理由,控訴),它是一種反應性的行為,當行為者受到認知中之不平待遇或有不滿 的理由時之表現.
2) Illness; disease (疾病),它是屬於生理及病理狀態.
3) Chronic (慣性),它是屬於心理狀態的層次,成因複雜.
★危機(Crisis)是緊要關頭
★危機(Crisis)是一個人對事件的反應
★危機(Crisis)是一個極度困難的狀況/危險
Kemmons Wilson initially came up with the idea after a family road trip to Washionton DC, during which he was disappointed by the
quality and consistency provided by the roadside motels of the time.
Holiday Inn's corporate headquarters was in a converted plumbing shed owned by Mr.
Johnson in 1953 when the company built its first four hotels, one covering each approach to Memphis.
一個單純客怨
A very Simple
Customer’s Complaint)
1953年促成一個旅館王國的誕生
The World First Motel 1925
Architect Arthur Heineman
畢斯•西格尔 的抱怨
Bugsy’s Complaint)
The Pink Flamingo Hotel & Casino, at a total cost of $6 million on December 26, 1946
The Pink Flamingo Hotel & Casino
英國王儲的浴缸(1895年)
讓平民也有皇太子般的享受
泡澡不必自己帶浴缸
The Ritz garden café by the Swiss artist, Pierre-Georges Jeanniot (1848-1934).
1901年，60歲的王儲 終於登上王位，稱愛德 華七世。
（Edward VII，1841年11月9日—1910年5月6日）
Marketing Leadership in Hospitality (1989)
-Robert C. Lewis PH.D / Richard E. Chambers MBA
Hospitality Marketing Opportunities Always Begin with Customer’s Problem
餐旅業的市場機會永遠起始自
顧客的不方便處(抱怨)
Love Hotels
Since 1950
The Benjamin Guarantees a Good Night‘s Sleep or You Get a Free Stay
班傑明旅館包你一夜好睡.否則退費
New "Sleep
Concierge" Offers 12 Types of Pillows, Spa Treatments, and Milk
& Cookies
A girl's leftovers could be another’s banquet 某位女孩的殘餚 ， 可能成為一位女孩的饗宴
Leftovers & Banquet Theory
殘餚與饗宴原理
Customer’s Problem
arose in one Hotel,
could be another
hotel’s Opportunities
某飯店的顧客抱怨,可能成 為另一個飯店的商機1. 為什麼會有顧客抱怨?
2. 顧客抱怨的威力與如何創造正面價值.
3. 定期顧客滿意度調查.
4. 建立顧客意見與抱怨管理流程.
5. 處理顧客抱怨原則與技巧.
6. 顧客抱怨之預防.
7. 事件溝通與追蹤處理.
Complaints Handling For Positive Outcomes
化危機為轉機的客怨處理技巧
In 1908 César Ritz (1850-1918), the celebrated French hotelier is credited with saying 'Le client n'a jamais tort' - 'The customer is never wrong'. That's not the phrase that people now remember, but it can hardly be said to be any different in meaning to 'the customer is always right'.
The customer is never wrong
1908 César Ritz 凱撒.里咨
“The customer is always right” was originally coined by Harry Gordon
Selfridge, the founder of Selfridge's
department store in London in 1909
1909 Harry Gordon Selfridge 亨利.賽爾弗里奇
The customer is always right” didn’t hold sway at Continental
.
顧客永遠是對的不適用大陸航空
葛登‧貝紳 Gordon Bethune
(1994)和他的團隊創下美國商業史 上最戲劇性復甦事件 .
Just because you buy a ticket does not give you the right to abuse
our employees
