景區(qū)游客中心服務(wù)投訴處理服務(wù)管理（雙語(yǔ)）

投訴處理服務(wù)管理

ServiceManagementofComplaintHandling認(rèn)真、耐心地傾聽游客訴說，保持沉默，避免使用過激的語(yǔ)言，保持眼神交流，讓游客感受到你的傾聽。Tolistentocomplaintsfromtouristsseriouslyandpatiently,avoidingreplyingwithradicallanguage,andmaintainingeyecontact真心誠(chéng)意地表達(dá)歉意，同時(shí)還要對(duì)游客的遭遇表示同情與安慰。Toapologizesincerely,andexpresssympathyandconsolationaboutwhathappenedtothetourist1與游客交流，理解游客，同時(shí)了解游客需要解決的問題。適當(dāng)時(shí)候提出問題，獲取客人的需求信息，用自己的話重復(fù)、確認(rèn)游客所遇到的問題，并適時(shí)填寫“游客投訴意見表”，并作好記錄。Tocommunicatewithtourists,tounderstandtourists,andtoknowtheproblemswhoencounteredToaskquestionsappropriatelyinordertogetinformationabouttheneedsoftourists,andtorepeatthequestionsandneedsinyourownwordsToasktouriststofilloutthe"ComplaintFormofTourists",andtomakerecords2明確游客的問題之后，聯(lián)系責(zé)任部門、責(zé)任人，反映游客的投訴內(nèi)容與訴求Tocontacttheresponsibledepartmentandstaffwhenknowingtourists'problems,andtoreflectthecomplaintsanddemandsoftourists34解決問題的方案需要通過雙方協(xié)商、認(rèn)可確認(rèn)之后形成最終的方案。在確定解決問題的方案的時(shí)候，既要維護(hù)游客合法、合理的權(quán)益，又要維護(hù)旅游景區(qū)的合法權(quán)益。Thefinalsolutiontothecomplaintshouldbedecidedthroughbilateralnegotiationsandconfirmation.Itisnotonlytosafeguardthereasonablerightsandinterestsoftourists,butalsotosafeguardthelegitimaterightsandinterestsofthescenicspot.5解決方案雙方同意確認(rèn)后簽字，并做好記錄與歸檔工作。Afterthetouristandscenicspotsigntheagreement,thestaffmakesarecordandfilesit.通過后續(xù)跟蹤服務(wù)，進(jìn)一步了解本次投訴處理方案的有效性，了解游客對(duì)本次投訴處理的滿意度Tolearnabouttheeffectivenessofthesolutiontocomplaint,andtoknowifthetouristissatisfiedwithsolutionthroughthefollow-upservices提出改進(jìn)的意見與方案等，并同時(shí)做好記錄。Toputforwardsuggestionsandprogramsforimprovement,andtomakearecord6每個(gè)月月底的時(shí)候?qū)λ械耐对V處理事件做一個(gè)歸類和總結(jié)Tocategorizeandsummarizeallthehandledcomplaintsattheendofeachmonth找出投訴較多的投訴類型，出具書面通知書，落實(shí)到責(zé)任部門加以改正，并要求反饋Tofindoutcomplainttypeswhichtakeuplargerproportion,andtoissuewrittennoticestotheresponsibledepartmentsandtoaskfortheirfeedback出具月度投訴處理分析報(bào)告，并交給上級(jí)領(lǐng)導(dǎo)和相關(guān)部門Toissue