Tips for talking to guests in restaurants

1. Good Smile and Communication Awareness

Let’s talk about smile first: don’t hit the smiling person. Smile is the best bridge between people. Everyone likes to talk to happy people. When people are together, icebergs will melt when a smile appears, and a smile is the best way to get close to customers, so you must train yourself to make it a habit to have a smile on your face every day. Want to talk to a customer? Come forward with a smile first!

Talking about communication awareness: If you want to communicate with customers, you have to be able to see all directions and listen to all directions. At work, you have to be aware of every small movement and every subtle look of the customer. Guess what he is thinking and say something accordingly. For example, during the Dragon Boat Festival, when a customer picks up information about zongzi, Chen Cheng will find an opportunity to ask: Mr. Respond to the situation by adjusting the content and manner of speaking in a timely manner.

2. Praise and greeting

Let’s talk about praise first: everyone likes praise, and those compliments that come from the heart will make customers happy. Therefore, saying more words of praise to customers will make them happy. For example, Sister Li, a regular customer, wore a new dress, and our waiters said it looked good. As a result, Sister Li was as happy as a child.

Speaking of greeting: As a customer who comes to the store, he subconsciously hopes that the employees and managers will know him. Therefore, when the customer enters the store, he must greet the customer with a professional smile. This is Basic requests from customers are welcome. Even if you don't know the customer, you should ask other colleagues and managers what the customer's name is. When asked, serve the customer by the customer's last name and position.

Of course, there is a generally recognized "three-meter principle" in the service industry, which means that you can greet customers when they are still three meters away from you.

3. Three Don’ts in Communication

Don’t monologue

Talking to customers is the process of communicating ideas with customers. This kind of communication is two-way. While we have to talk ourselves, we should also guide customers to talk more. Through their words, we can understand whether they like what you introduce. You must know that two-way communication is an effective tool to understand customers. Don't talk endlessly, chatter, spit, and eloquent, completely ignoring the customer's reaction.

Don’t use orders

When talking to customers, smile a little more, be kinder in attitude, speak softly, and have a gentle tone. Consult, negotiate or ask for advice. Communicate with customers in a tone of voice, and do not talk to people in a tone of command and instructions. You must know that the customer is your superior, how can you give orders to your superior? But you can use different techniques to guide customers to achieve your goals.

Don’t argue with customers

When communicating with customers, we must remember that we are talking to customers, not participating in a debate. Therefore, arguing with customers cannot solve any problems. It will cause resentment from customers. Therefore, we must understand that customers have different understandings and opinions about us, and let customers express different opinions; if you deliberately have a fierce argument with customers, even if you have the upper hand and win, the customer will be speechless. You feel ashamed and ashamed, you are happy and happy, but what do you get? There is nothing, and it may even cause complaints from customers.

Always forget that you are serving customers.

No matter which way you approach customers at work, we must pay more attention to the following three points: First, pay more attention to the customer's expressions and reactions, give customers the opportunity to speak and ask questions, and avoid being all in one. You must know that approaching customers is not about showing off your eloquence, but about "talking" with customers, letting them talk, and understanding what they really think so that you can do something they like. Second, be careful when asking questions, and do not ask questions that are difficult for customers to answer or that are too complex. Third, when approaching customers, you must approach them from the front or side, rather than from behind. In addition, you must maintain an appropriate distance. It should not be too close or too far. The correct distance is about two arms. This is what we What is commonly referred to as social distancing.