To serve dimensional core tourist hotel industry, call center plays a pivotal role, with the aim to solve consumer problems, improve customer loyalty and more for enterprises to reduce costs. The main purpose of this study tour to explore the hotel's customer service staff, by way of process management, with customer service staff and executives in discussions on the status of customer service processes. Hotels in the face of customer complaints, its principles can be divided into four parts, one containing principles to understand the situation, timing, judgment and decisions, listening, taking notes; two principles contained sincerity, empathy, beyond guests expectations mistaken proposed to improve the situation; deal with complaints contain mentality, complaining process the data, eight simple steps; communication Notes contain ten to say, do not say ten words and so on.
