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How to solve catering customer complaints
How to handle catering complaints
(1) Prepare to accept complaints from guests;
1) Establish the belief that "the guest is always right";
2) master the mentality of complaining about guests; (See above guest psychological analysis)
(2) Try to reassure the guests;
2) Let the guests finish their sentences first, and don't explain or interrupt the guests casually.
3) When the guest speaks (or talks loudly), the complainant should show enough patience, and must not fluctuate with the guest's mood and be rude. Even if you meet some people who are deliberately picky and unreasonable, don't argue loudly or convince others by reasoning. But listen patiently and be soft on others, so that the situation will not expand or affect others. Guide guests to understand the good aspects of hotel service, and don't let guests belittle the quality of hotel service.
4) Pay attention to pronunciation, intonation, tone and volume when speaking.
5) When receiving a complaint, use "smile" with caution, otherwise the guests will have the illusion of "gloating".
(3) Listen carefully to the guest's complaints and pay attention to make records;
(2) Express sympathy and apology to the guests;
For example, the guest says to you, "Your service is simply terrible." This statement of denying everything is obviously not objective and inappropriate. According to the requirements of reception etiquette, the correct way is to greet the guests appropriately first, "I'm sorry, our service work is not good enough." When the guest's attitude becomes more relaxed, ask him a question: "In order to further improve our work, I hope you can give more opinions." Can you tell me what problem you just encountered? " When a guest expresses his dissatisfaction, he should show tolerance, ignore his angry words and say, "Yes, that's right. Can this matter be more specific? " "Now we have two ways to solve this problem. Which do you think is better? "
(3) immediately solve the problems reflected by the guests;
1) Tell the guest the solution to be taken. The ultimate goal of guest complaints is to solve the problem. When solving the problems reflected by guest complaints, there should be a variety of solutions. Before dealing with the problem, we should have a variety of preparations, draw a clear psychological bottom line and estimate the conditions acceptable to the guests.
2) Ask the guests' opinions and let them choose their own solutions or remedies to show their respect. The average person's psychology is the most trusting of their own choices.
3) Don't just apologize to the guest and ask for forgiveness, ignoring the specific content of the guest's complaint, and don't show an attitude of being powerless because of limited power in front of the guest.
4) Tell the guest the time limit for solving the problem, and fully estimate the time required to deal with the problem.
5) Tell the guests clearly that they must not be vague and ambiguous, thus causing their dissatisfaction and increasing the difficulty of solving problems.
6) Take immediate action. Investigate immediately, find out the facts and find out the root cause.
7) Inform the guests of the progress of solving the problem at any time.
⑥ Pay attention to the handling results of complaints;
Measures the hotel will take after handling the complaint.
1) Understand and analyze the reasons for the complaint. If personal responsibility is involved, punish the responsible person according to the hotel system; If there are loopholes in the hotel system, it is necessary to check and fill the gaps, improve the system and improve the service process (case: the front desk and switchboard wake-up inspection system);
2) Quickly find out the department of the responsible person and implement the hotel system as soon as possible;
3) Find out the problems and links with more complaints.
First, we can count the complaints and find out the departments, individuals and problems with the most complaints.
Second, you can count the opinions of the guests and determine which department or individual has the most shortcomings.
Third, please list the problems that employees who handle complaints complain more.
Fourth, the statistics, analysis and handling of complaints and the opinions of guests on handling are fed back to relevant departments so that these departments can improve their work.
Five, according to the complaint records and other information, establish and supplement the guest complaint files.
Six, in view of the weak links, strengthen staff training, improve their service attitude and service quality, especially to train front office service personnel to master the correct handling of complaints.
⑦ Communicate with the guests again;
Maintain guest relations, investigate guest satisfaction with complaint handling, and send text messages or make phone calls;
⑧ Organize the merged documents;
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