what steps would you follow when handling a complaint in the

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what steps would you follow when handling a complaint in the evening
谁会回答这个问题啊
不是翻译啊

sorry for misunderstanding,
the followong steps i would follow:
1.listen carefully to what the guest says
2.apology will be extended
3.find out the baisc facts about guest's complaints
4.find the way out to solve the problem immediately,otherwise,refer to management for further solution if it is beyond my authorization.
5,considering it is in the evening,if i am unable to solve the prolem at once,i would promise to give the guest an official answer by tomorrow ASAP to avoid disturbing the guest.
6.take a note on the log entry.
7.report to Manager on duty if there is a Manager around.
Tks!

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