求翻译：二是完善顾客投诉处理程序。为此首先要认真倾听,弄清真相。通过耐心倾听,可以了解和把握顾客抱怨的内容、原因以及顾客对抱怨处理的期望和要求,为酒店处理好抱怨提供依据。其次要诚恳道歉,妥善处理。在弄清客人投诉的真相后,应区分不同的情况,及时、恰当的做出处理。如属一般服务工作的失误或态度问题,应立即向客人致歉。属饭菜质量有问题或餐饮设施、用具破损,应立即给予调换。如果有些事情的处理确实超出了自己的权限,应立即向上级请示,尽快采取措施,予以解决。是什么意思？

The second is to improve the customer complaint handling procedures. To do this we must first listen carefully to find out the truth. Patience to listen to, understand and grasp the content of customer complaints, causes, and customer complaint handling expectations and requirements provide the basi

2 is a complete customer complaint handling procedures. To achieve this, we first need to listen carefully, and ascertaining the truth. By means of a patient to listen to, you can understand and take advantage of customer complaints, reason, and what customers complain about the handling of the expe