Textile products tips

How To Clarify Customer Complaint Management? (2)

2. Complaints about hotels

Hotel accepting complaints is also a process of accurately identifying customers and accurately identifying needs.

01:First of all, the hotel must have a platform to set up a customer communication center.

02:The second is to have smooth channels such as complaint phone, e-mail, customer return visits, service channels etc.

03:The third is to have a standard processing process, since recording, acceptance, processing, analysis and feedback are all streamlined.

Hotel Linen Distributor / Manufacturer / Hotel Linen Company

All the basic work is how to fully collect customer information and then divide and meet the different needs of different customers through standardized and humanized management.

This diversion is not without monitoring and monitoring, but with system and process guarantees, so that customer problems can be addressed quickly in the department with the most resources and the greatest ability to deal with them, in order to improve customer satisfaction and reduce customer rejection rate.

Like everyone in the hotel, you may want to stay away from complaints. Many large hotel are in a cycle of delusion. They build walls and arrange that dissatisfied customers must go through a "cursed voicemail system" or write a letter to complain. They try not to complain.

Customers ended up turning to other hotel instead of complaining about people doing everything they could to prevent them from complaining. In this way, the complaints have been leveled or even reduced. The company believes that everything works well, without knowing that customers have either turned to their competitors or are suffering in silence.

Hotel Linen Distributor / Manufacturer / Hotel Linen Company

Since the complaint rate can be reduced, they are happy because they believe that this means an improvement in quality. But in reality the number of complaints you receive represents only a small fraction of the customer's problem. One study found that 69% of airline passengers and 82% of taxi passengers would not complain even if they had a problem. So fewer complaints can mean that a large number of your customers have left.

In order to provoke complaints and not to minimize them, the goal must be clear. To increase customer complaint channels, with a centralized and differentiated grievance platform, and then to ensure accurate identification, acceptance, exit and processing, the company's grievance problems can be resolved quickly, thus improving service. the emergence of a business crisis, thus reducing the costs that companies invest in maintaining the image of the brand;

Hanbi Hotel Linen Supplier / Manufacturer / Hanbi Hotel Linen Company

Then we can eliminate customer dissatisfaction, maintain and restore the hotel's reputation through grievance redress, seek the best balance between company cost and customer satisfaction, retain loyal customers for the hotel, reduce costs and increase business opportunities.

I hope these can help you!

Hanbi Textile Official website:  https://www.hanbi-hotelsupplies.com

Contact us(WhatsApp number): +86 191 6238 7613

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