随着旅游业的迅猛发展,顾客需求日益多样化。提供高质量的服务来提高顾客满意成为企业首要发展目标。然而员工向顾客提供服务的过程中难免会出现失误或客观问题,导致顾客的投诉。本文以酒店为例,分析处理顾客投诉中存在的主观和客观问题,并提出相应的解决对策。一、引言我国酒店业随着旅游的热潮带迎来了巨大的变化,不仅数量急剧上升,而且纷纷与国外的知名酒店合作推广了企业形象,提 With the rapid development of tourism, the demand of customers is diversified day by day. To provide high-quality services to improve customer satisfaction has become the primary goal of business development. However, employees in the process of providing services to customers will inevitably be mistakes or objective problems, leading to customer complaints. Taking the hotel as an example, this article analyzes and deals with the subjective and objective problems existing in customer complaints and puts forward corresponding solutions. I. Introduction China’s hotel industry with the upsurge of tourism ushered in a tremendous change, not only the sharp rise in quantity, but also with well-known foreign hotels to promote the corporate image, mention