試題：用什么措施來解決問題
問：描述你如何運用解決問題的步驟。
答：一次我們接待了幾個客人，他們被安排在地區周圍免費的酒店住宿。我
建議成立一個電腦小組建立一個預告系統，顧客的名字與先前的不滿記錄或免費
服務相對應。現在，當顧客登記入住時，我們輸入名字，就馬上知道這個顧客在
我們的任意一家酒店中有過不愉快的經歷。我們小心地對待這位顧客，承認我們
意識到問題所在，并承諾盡可能地向他們提供完美的`服務。這一做法既預防了那
些想欺詐的顧客，又告誡了我們職員要特別小心對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
或準則來控制解決問題的步驟？結果如何？
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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