The board of directors of the Hampton Hotel proposes a bold plan, that is, the customer will be guaranteed "complete satisfaction", otherwise the customer will not assume the accommodation fee. Employees will be permitted to fulfill this guarantee without manager agreed. But although this proposal will show the huge confidence of its service quality and make the Hampton Hotel in a favorable position, most hotel managers are still against this program. Why are they not willing to guarantee customer satisfaction? What is the possibility of customers for this guarantee? What control measures should be used to reduce the abuse of customers?
First of all, not the manager is not willing to guarantee customer satisfaction, but because of every customer, "completely satisfied" will have different standards, some customers may be objective according to the hotel's charges and Service level is defined, and some may be more difficult to meet; the goal of the company is profit, it is impossible to do anything to achieve the so-called "complete satisfaction", which is unreal. Only within a certain resource range, do our best to achieve the best under the conditions that the company is profitable, enabling companies and customers to profit;
If you implement a "full satisfaction" plan, the customer may have the following response:
One is a positive response, and the customer will think that the hotel is so confident, there will be a good service level, it is worth trying, and it may become a loyal customer because of satisfactory service. Long-term consumption;
The other is a negative reaction, and some customers may be completely satisfied with the plan, and only need ordinary employees, they can make approved vulnerabilities, holding small and cheap psychology, indicating that they can't spend Completely satisfied, and the normal interests of the hotel are damaged.
If you want to use this guarantee to make the hotel share the position in competition, you must take some measures to reduce the abuse of this system:
1. First of all, the most important thing is to determine a measured complete satisfactory standard for each service, so that when the customer said that it is dissatisfied with a service, it should be processed according to the standard;
2. You cannot give each common employee to be authorized, each service link (such as room, logistics, dining, etc.) has specially gains authorization to handle people, and employees have encountered this situation to report to the competent person in charge (pay attention to handling The level cannot exceed two layers, otherwise the customer will cause more dissatisfied);
3. It should also be ignored by the customer's advice or suggestions, should also be heard, do not deny the front or not, can be found within the allowable range to process.
