What are the precautions when handling passenger complaints30

Have a good attitude and improve when you receive complaints.

Summary. Dear, hello, the reasons for the complaints of passengers 1, lack of knowledge: unable to meet the tourists' desire for knowledge, the lack of language knowledge of the service staff 2, misleading consumption 2, the service is not in place:

Lack of proper professional knowledge. The service operation process is not standardized, and the after-sales service is not in place 3. Lack of professional ethics: the main reason.

The service is not enthusiastic, the guests are not respected, the people are not treated equally, and the counterfeit and shoddy goods are sold.

Dear, hello, the reasons for the complaints of passengers 1, lack of knowledge: unable to meet the tourists' desire for knowledge, the lack of language knowledge of the service staff 2, the lack of service is not in place: the lack of due knowledge of the practitioner Zen.

The service operation process is not standardized, and the after-sales service is not in place 3. Lack of professional ethics: the main reason. The service is not enthusiastic, the guests are not respected, the people are not treated equally, and the counterfeit and shoddy goods are sold.

Trembling. Dear, hello, countermeasures 1, strengthen professional ethics: professional ethics is the basis of their dedication to the profession 2, improve service skills 3, take complaints seriously 1, listen patiently, find out the truth: the facts are clear, the evidence is conclusive, the qualitative is accurate, the handling is appropriate, the procedures are complete, the procedures are legal 2, apologize to the guests in a sincere attitude 3, the spine distinguishes different situations, and makes appropriate treatment 4, improve the tourism legal system, and realize the supervision of the tourism market.

Summary. 2. Remember. In the process of listening, it is necessary to take careful notes.

In particular, the main points of the guest's complaint and some details mentioned should be recorded clearly and repeated in a timely manner to ease the guest's mood. This is not only the basis for the rapid handling of complaints, but also provides a basis for the improvement of our service work in the future.

3. Fold it. Based on what you have heard and written, you can find out the ins and outs of the matter in a timely manner, and then you can make the right judgment, draw up a solution, get in touch with the relevant departments, and deal with it together.

4. Newspaper. For what happened, the decision made or the difficult topic to deal with, report to the supervisor in a timely manner to solicit opinions. Do not omit or conceal materials, especially if they touch on their own interests, and should not fail to report them.

5. A. After soliciting the opinions of the leaders, the answer should be fed back to the guests in a timely manner, if it cannot be solved temporarily, it should apologize to the guests, explain the reason, ask the guests to be considerate, and not uncontrollably and unfounded to the guests to assure.

What standard terms should be applied by service personnel when dealing with questions and complaints raised by passengers?

Hello, I am a platform co-lawyer, and I am happy to serve you.

In handling questions and complaints from passengers.

Service personnel should use those normative terms.

How to correctly treat and deal with guest complaints, according to practical experience, the whole process of complaint handling can be summarized into five words, that is, the disadvantages"Listening, remembering, analyzing, reporting, answering"。1. Listen. Treat any guest's rental complaint, whether it is a trivial incident or a trivial incident, as the respondent, we must remain calm, calm, listen carefully to the guest's opinions, and show a high degree of courtesy and respect for the other party.

This is the process of venting the anger of the guest, and we should not and cannot oppose the guest's opinion, so that the guest can gradually calm down and provide the conditions for our defense.

2. Remember. In the process of listening, it is necessary to take careful notes. In particular, the main points of the guest's complaint and some details mentioned should be recorded clearly and repeated in a timely manner to ease the guest's mood.

This is not only the basis for the rapid handling of complaints, but also provides a basis for the improvement of our service work in the future. 3. Fold it. Based on what you have heard and written, you can find out the ins and outs of the matter in a timely manner, and then you can make the right judgment, draw up a solution, and get in touch with the relevant parts to deal with it together.

4. Newspaper. For what happened, the decision made or the difficult topic to deal with, report to the supervisor in a timely manner to solicit opinions. Do not leak or conceal materials from the source, especially if it touches on the interests of the individual themselves, and should not be hail and not report it.

5. A. After soliciting the opinions of the leaders, the answer should be fed back to the guests in a timely manner, if it cannot be solved temporarily, it should apologize to the guests, explain the reason, ask the guests to be considerate, and not uncontrollably and unfounded to the guests to assure.

The reasons for passengers' complaints: the service training of flight attendants is not comprehensive, and the comprehensive quality is low; Flight attendants lack psychological education and have low psychological tolerance.

1. The service training of flight attendants is not comprehensive, and the overall quality is low.

At present, the regulations and norms for service personnel in China's aviation industry are not perfect enough, the system is relatively weak, and some aviation enterprises still have enterprise barriers. This directly leads to the low quality of some service personnel, because the qualifications of training institutions are different, the teaching concept is incomplete and incomplete, the comprehensive quality of flight attendants is generally low, the service concept is not clear enough, and the affinity is insufficient.

2. Flight attendants lack psychological education and have low psychological endurance.

As a special job, flight attendants have a lot of pressure in terms of work pressure, personal value embodiment, and interpersonal relationship handling, especially when they encounter family and personal reasons, and the psychological pressure will increase. However, the psychological quality of flight attendants is directly related to the quality of service, so airlines should strengthen the training and education of flight attendants in terms of psychology.

The relationship between customer satisfaction and passenger complaints

In terms of customer satisfaction, civil aviation is first of all the main body of the transaction that provides passengers and purchases civil aviation services, and secondly, it is the main body that provides aviation services for passengers. Customer satisfactionFor civil aviation enterprises, enterprises should not judge the feelings brought by the service to passengers with their own subjective assumptions, but should conduct on-the-spot investigation and analysis to make reasonable improvements to passenger satisfaction.

At present, there is a lot of pressure on the development of civil aviation enterprises, mainly from the pressure of their own development and the competition with other civil aviation companies. For the competition of other civil aviation companies, if you want to get more customers and gain the recognition of passengers, you must start with service.

Generally speaking, as long as the logic can be changed to make sense, it is reasonable There is a key point that software people should pay attention to:"As long as people figure it out, the software can definitely be handled, and the rest is only a matter of time"In order to verify whether the logic is reasonable, you can ask the customer to write the requirements specification, as long as he writes it, and the functions of the system are provided, that is, it is reasonable, if he can't write it, then he will not force you to write it, for the customer who can put forward new ideas, you have to thank him, they will make your software skills more proficient. Therefore, whether it is suitable or not is not determined by your subjective judgment, but by being objective, and cannot be measured by your technique.

Software is originally a service industry, of course, customer first, but if it is a matter of time, we must be considerate of each other!You can't force it for the sake of the progress of the project, it's a bit unreasonable!Usually if it is a pure blocking project, you think there is a difficulty, you have to report the facts to your PM, and he will weigh it.

Summary. Hello dear!In response to your question "Why do passenger complaints need to be handled properly in passenger work?", please answer the following questions:

The reason why it is necessary to properly handle passenger complaints in passenger work is to restore the customer's trust in the company and avoid causing greater disputes and vicious incidents. Issues related to corporate image. Standardize and reasonably calm down the unfavorable factors that affect the quality of service, service reputation, and corporate image in the process of service, and change from passive to active.

Hello dear!The following answers to your question "Why should passenger complaints be properly handled in passenger work]: The reason why passenger complaints should be properly handled in passenger work is to restore customers' trust in the company and avoid causing greater disputes and vicious incidents.

Obimori is related to the issue of corporate image. Standardize and reasonably calm down the unfavorable factors that affect the quality of service, service reputation, and corporate image in the service process, and it is necessary to change the passive to the active.

In terms of on-site complaints, the first step is to ease the relationship with passengers to effectively solve the problemThe second step is to remember to let the staff disturb the air worker to control the emotions, so as not to intensify the conflict, and the complaint handling personnel should analyze the passengers' complaints, what are the passengers' expectations, and what are the demands;The third step is to pay attention to the needs of tourists and establish a sense of trust in cherry blossom worship, so as to achieve the purpose of calming passengers' emotions and solving practical problems.