No matter how hard you try to provide exceptional guest service, even with the outstanding training, clearly defined processes and a well-prepared team of employees sometimes things go wrong.
无论你多么努力地提供出色的客户服务，即使是出色的培训、清晰的流程和精心准备的员工团队，有时也会出问题。
They may or may not be things you can control, but what is important is how you respond to them.
它们可能不是你能控制的东西，但重要的是你如何回应它们。
Handling guest complaints professionally, you may have a customer for life.
宾客投诉处理得当，会让他成为你的终身客户。

However, poorly handled experiences can lead to negative word of mouth campaign that could reach millions through social media.
然而处理不当带来差评，再通过社交媒体传播 ，就会让数以百万计的人知道这一负面影响。
Statistics show that 20% of dissatisfaction can counter 80% satisfaction.
数据显示，20%的不满就能抵消80%的满意。
This negative impact cannot be ignored; therefore, efficient guest recovery becomes one the most crucial management function in every hospitality and tourism business.
这一负面影响不容忽视；因此有效的服务补救成为酒店旅游业最为关键的管理职能。

• 96% of guests do not complain to anyone who can help them.
  96%的客人不会向任何能帮助他们的人投诉。

• 90% of guests with unresolved complaints will never return.
  90%的宾客看到投诉未被处理便不会再来。

• 95% of guests will return if they feel their complain was resolved professionally and at their total satisfaction. In fact these guests leave with an overall favorable impression and they feel that the organization cares about their needs.
  95%的宾客认为如果他们的投诉处理得当并且非常满意，就会成为回头客。事实上，顾客离开酒店时的总体印象很好，同时认为酒店很留意他们的需求。
  

Guest complaints can be classified in four basic categories   宾客投诉大体分成四类：

Empowering the employees to effectively handle guest recovery is essential for a seamless experience in the hospitality business.
酒店想要提供无瑕疵的优质服务，授权员工实施服务补救必不可少。
Remarkable guest recovery means handling the service breakdown in a way that makes the guest even more loyal to your business after the issue has been properly resolved to the total satisfaction of the guest.
卓越超凡的服务补救意味着，服务失败之后还能把问题处理得当并让宾客完全满意，甚至让他们对你更加忠诚。
We will discuss the problem solving techniques in the next section.
下一节我们将探讨一些解决问题的技巧。