文档介绍：THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: plaints
任务: 处理客人投诉
Code序号: RM-RES-D210
Objectives At the end of these session Reservations Sales associates will have the ability to handle difficult guests and plaints effectively and efficiently.
目的: 在课程结束的时候预订部销售文员将能以专业的方式高效地解决客
人的投诉。
Standard :
All plaints will be handled in a calm, professional manner and resolved as quickly and efficiently as possible by the Reservation Sales associate.
Reservation Sales Agent will have plaint details recorded with the matter handed over immediately to the superior or the Duty Assistant Manager.
Reservation Sales associates will be aware of and sensitive to customers who have experienced difficulties or plaints on previous stays, and will avoid the recurrence.
标准:
预订部销售文员将以一种镇静、专业的方式尽可能快和有效地处理所有电话投诉
或者记录下准确的细节和经过, 立即转交给大堂副理。
预订部销售文员将会十分小心谨慎地对待在以前的住店过程中挑剔或有过投诉的客人, 并将避免相同问题再次发生。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板,白板纸,培训资料,带有Oprea终端的电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
内容
Questions
提问
Lecture & Explanation
教学式与讲解
Demonstration
展示
Show “ ”(Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent, when we meet the plain how should we handle it?
开场白: 作为一名预订部销售文员当我们遇到客人投诉时应怎样处理呢?
So the objectives of this session