What to do if a customer calls for an order?

The day before yesterday, Xinghai encountered a customer urging and canceling the order. In addition to the shortage of manpower, I think we can handle customer complaints better.

When eating at a restaurant, I went earlier than others, but ended up eating later than others. Even though I had ordered the food several times, I could only watch the people who arrived later eat first. This is something that makes customers unhappy in restaurants. How should you respond when customers ask for food?

There have been some news reports, and everyone should have heard of them. A restaurant waiter poured hot soup on a customer's head due to a dissatisfied customer's complaint. The final outcome was that the waiter was sentenced for intentional injury and the customer had to be hospitalized for severe burns.

It is a pleasure to go to a restaurant to eat. During the peak meal period, it is normal for the kitchen to be overwhelmed. However, some customers may not buy it. The food is served slowly and the waiter is too busy. If the customer is unhappy, he or she will complain or simply leave. On the other hand, the waiter will feel uncomfortable, so the tragedy of the waiter "adding soup" to the customer's head occurs.

Let’s talk today about how restaurants can avoid this situation and how waiters can skillfully resolve customer reminders.

Restaurants are usually busy at noon or in the evening, so restaurants often encounter this situation: customers wait for a long time after ordering their meals, and the meals are not served. At this time, customers often ask the waiter to go Urgent food.

Under normal circumstances, the waiter will say "Okay, I will help you hurry up" and "the food will be served immediately." What next? Still no food was served, but the customers who came later were served first, and then the customers couldn't stand it anymore and left. This situation is common.

After the whole incident, the waiter felt aggrieved, and the customers felt unhappy that time was wasted. The restaurant was also "blacklisted" by some customers because of the slow service. Who is responsible for this? Is the customer being unreasonable? Or is it the restaurant's fault?

At this time, catering people have to look for reasons from their own restaurants. The service of a restaurant is not only reflected in the restaurant's environment, tableware settings and ordering, but also should be reflected in the service. detail. Waiters account for a large part here.

Therefore, when restaurants train waiters, in addition to basic professional ethics, they also cultivate their adaptability and communication skills. So, how to cleverly solve customer reminders?

How can restaurants avoid conflicts caused by rushing dishes?

1. Give customers a "vaccination" in advance

The waiter is the key in the restaurant, so when training waiters, caterers should focus on training in communication skills with customers. The "adding soup" incident occurred because the waiter and the customer did not communicate well, which led to the waiter's psychological deviation and the impulsiveness of the moment.

In order to avoid similar situations from happening, we must communicate well with customers. Before customers order food, the waiter should be relatively foreseeable based on the situation in the store and vaccinate the customer.

First of all, some dishes are more troublesome to prepare, so there will definitely be a cost in time. At this time, it is time for the waiters to show their talents and test the waiters.

Smart waiters will indicate when customers order these complex dishes that the cooking time will be longer and the serving time will be slower. In this way, customers will be mentally prepared and understand even if the food is served slowly.

At this time, it is recommended that customers order other dishes and wait while eating. Most customers will be willing to listen to the advice. In this way, the turnover will be increased without causing any resentment among customers, killing two birds with one stone.

2. Humanized "rights", discounts or offers

Sometimes the waiter has reminded the customer that the food will be served slowly, and even conveyed the opinion to the person in charge of the kitchen. But since the kitchen does have too many items, it can’t be done. If the food is not served for a long time, the customers will still be very angry. As a waiter in a restaurant, how do you calm down an angry customer?

The waiter should use his/her initiative at this time, reasonably use his/her rights to present side dishes or cold dishes to the guests, and can even apply for a discount from the supervisor to the customer.

Here is an example. There is a restaurant that is very busy. There are many people queuing up in the restaurant, and it is not uncommon to rush for food. However, there are no customers complaining about the slow service and long waiting time.

Because the waiter here has a permission, a humanized "power", which is how many minutes the customer has to wait for the meal to apply for a discount.

Someone would say how many can be beaten? It is not clear how much discount the specific restaurant will give, but after the implementation of this plan, customers will be less likely to get angry if the waiting time for food is too long, and there will be no cases of "adding soup" to customers.

3. Reply politely and do your duty

Have you ever thought about this situation: What should the waiter do if a customer really asks for food frequently? Is he to go directly to the kitchen? Should we shout, "Please hurry up, the food at such-and-such table" or go to the person in charge and explain to the customer at that table that the food should be served quickly?

Obviously, from the attitude of the above waiter, we are not embarrassed. Chu: The former is obviously a perfunctory behavior, while the latter is obviously trying its best to make customers feel comfortable.

What is the reason for this? You know, in the eyes of customers, the former waiter seems to have completed the task of urging the dishes, but the speed of cooking in the kitchen has not actually increased, but instead attracted the disgust of the customers.

So what can the restaurant waiter do to avoid this situation? The suggestion here is that the waiters can politely reply to the guests after receiving the order reminder request, and then find the kitchen supervisor in the kitchen to explain the situation and say that the guests at a certain table have been waiting for a long time and see if they can serve them first. dish.

Generally, after the waiter explains the situation, a few dishes will be served in a short time. The customer will definitely be very happy and understand. Although the food is served slowly, the waiter’s attitude is sincere. Attentive.