試題：用什么措施來(lái)解決問題
問：描述你如何運(yùn)用解決問題的步驟。
答：一次我們接待了幾個(gè)客人，他們被安排在地區(qū)周圍免費(fèi)的酒店住宿。我
建議成立一個(gè)電腦小組建立一個(gè)預(yù)告系統(tǒng)，顧客的名字與先前的不滿記錄或免費(fèi)
服務(wù)相對(duì)應(yīng)。現(xiàn)在，當(dāng)顧客登記入住時(shí)，我們輸入名字，就馬上知道這個(gè)顧客在
我們的任意一家酒店中有過(guò)不愉快的經(jīng)歷。我們小心地對(duì)待這位顧客，承認(rèn)我們
意識(shí)到問題所在，并承諾盡可能地向他們提供完美的`服務(wù)。這一做法既預(yù)防了那
些想欺詐的顧客，又告誡了我們職員要特別小心對(duì)待那些再次光顧我們酒店的顧
客。我們酒店的滿意率提升了，欺詐事例減少了。
向面試官說(shuō)明你如何一步步解決問題，如何做到圓滿的成功。你用什么措施
或準(zhǔn)則來(lái)控制解決問題的步驟？結(jié)果如何？
Q:Describe how you ve used a problem solving process.
A:We once had several customers who'd arranged numerous free hotel
stays around the country using our 100 percent atisfaction guarantee.I
suggested leading a PC task force to set up a warning system that flags
any guest name corresponding to a revious reported complaint or free
service.Now when a guest checks in and we type in a name,we know
immediately that the person has had an unpleasant experience at one of
our hotels.We proactively approach the guest,acknowledge we re aware
of the problem,and offer our commitment to do everything possible to
provide them with impeccable service.This practice warns the potentially
fraudulent guest;at the same time,it warns our staff to be especially
careful with any guest who s giving our hotel a second chance.Our
satisfaction rate has improved,and fraudulent cases have decreased.
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