请翻译下列句子。 Procedures of Handling Complaints: 1. Listen attentively and show your concern. 2. Stay calm and rational. Never argue with the guest. Never try to explain yourself. 3. Apologize to the guest for what happened. 4. Address the real problem and show empathy. 5. Take notes whenever necessary. 6. Inform guest what you are going to do and when you will do it OR offer an alternative. 7. Take immediate action. Refer to your superior right way whenever necessary. 8. Follow-up to make sure problem is solved. 9. Ask guest to make sure that he/she is satisfied with their result.