Chủ đề thuyết trình về nhà hàng-khách sạn

2. Master Monster Group
1. Nguyễn Lý Hoa Cương
2. Nguyễn Hoàng Yến Lan
3. Võ Linh Trường

5. How to deal with
guests’ complaints?

6. Dealing with Complaints:
Rules for dealing with complaints:
1.
2.
3.
4.
5.
Listen carefully to the complains.
Do not interrupt.
Wait until the person has finished completely.
Apologize.
Speak normally to:
5.1 summarize or repeat the complaint
5.2 explain what action will be taken,
and how quickly
6. If the guest is angry, aim to remove the scene
to somewhere private.