题目（中文）：浅谈投诉处理与酒店形象塑造的关系（外文）：Todiscusstherelationshipbetweencustomercomplainthandlingandhotelimagebuilding.目录1.引言........................................................................................................................................................................12.为什么存在客诉情况.............................................................................................................................................22.1信息交流和员工营销理念的缺少..............................................................................................................22.2服务观念的缺少..........................................................................................................................................32.4预防措施不完善..........................................................................................................................................32.5缺少对顾客重要性的认识..........................................................................................................................33如何解决客人投诉.................................................................................................................................................43.1酒店解决措施..............................................................................................................................................43.1.1增强员工服务理念，达到信息交流最大化...................................................................................43.1.2增强员工个人素质...........................................................................................................................53.1.3设立客诉管理部门...........................................................................................................................53.1.4保留客人信息...................................................................................................................................53.2员工应对措施..............................................................................................................................................54.重视客诉的利处.....................................................................................................................................................64.1增强酒店声誉..............................................................................................................................................74.2改善饭店服务质量......................................................................................................................................74.3增加客人对酒店的喜爱..............................................................................................................................85.解决客诉的建议.....................................................................................................................................................85.1及时对客诉做出回复..................................................................................................................................85.2收集更多客诉..............................................................................................................................................85.3让少部分客人完全满意......................................................................................
