试题：用什么措施来解决问题

试题：用什么措施来解决问题

问：描述你如何运用解决问题的步骤。　
答：一次我们接待了几个客人，他们被安排在地区周围免费的酒店住宿。我
建议成立一个电脑小组建立一个预告系统，顾客的名字与先前的不满记录或免费
服务相对应。现在，当顾客登记入住时，我们输入名字，就马上知道这个顾客在
我们的任意一家酒店中有过不愉快的经历。我们小心地对待这位顾客，承认我们
意识到问题所在，并承诺尽可能地向他们提供完美的`服务。这一做法既预防了那
些想欺诈的顾客，又告诫了我们职员要特别小心对待那些再次光顾我们酒店的顾
客。我们酒店的满意率提升了，欺诈事例减少了。
向面试官说明你如何一步步解决问题，如何做到圆满的成功。你用什么措施
或准则来控制解决问题的步骤？结果如何？　　
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.