Service speech

The quality of restaurant service not only affects the customer experience, but also directly affects the customer list and repurchase.

One tenth or more of KFC's annual sales of more than 50 billion yuan is attributed to the cashier's "one mouth", "one sentence" and "one rhetorical question".

He/she can often make customers spend more than 30 yuan from the original 15 yuan in a few simple sentences.

Classroom speech test,

This is how "high emotional intelligence" waiters are tempered.

The following questions run through all aspects such as waiting for a meal, ordering food, dining and paying the bill.

1. How to give appropriate advice to customers when they have no goals and no ideas when ordering food?

A: Take your time and call me when you choose.

B: We have a good reputation. Every dish is good. Don't worry.

C. The two of us can order 1 porridge 1 snacks and two dishes first, and we can supplement them if we are not full. Some products have been very popular with our customers recently. Let me introduce them to you.

Correct answer: C.

Answer analysis: if you are not full, you can add it to enhance the customer's goodwill, introduce the dishes, prices and characteristics in place, and speed up the customer's ordering; A miss the excellent period of communication with customers, the number of customer orders and turnover will be reduced; B delicious, so it lacks credibility.

2. The customer said the food was small. What do you say?

A.then you can try other dishes.

B.we always have this quantity.

C. Hello, this is quantity, which is our normal standard. If you like this dish, you can tell me when you order next time and ask the chef to add another one for you.

Correct answer: C.

Answer analysis: C informs the standard first, then carries on the follow-up maintenance, lets the customer know that our store is relaxing the standard for him, rather than saying that the quantity is really less; A is to admit that a small amount is not cost-effective; B yes, but there is no follow-up.

3. What do you say when customers feedback that food is expensive?

A.is it expensive? Nobody said that!

B.it's okay. The price is similar.

C.you're right. Before, some customers complained that this dish was a little expensive, but the feedback was really good after eating it, and some customers even added some.

Correct answer: C.

Answer analysis: first affirm the customer, and then affirm the dishes through the mouth of other customers, so that customers can order happily; AB's direct rebuttal is to offend customers.

4. When the customer urges: How long will it take? What do you say:

A. it is estimated that it will take x minutes/half an hour.

B. right away, right away.

C. I'm really sorry. It is really crowded today. Please wait here for a while. I'll pour you some tea. Let me have a look at the menu first and see how long I have to wait.

Correct answer: C.

Answer analysis: after C sincerely apologizes, inform the customer of the waiting time after checking; A if it takes a long time to report, it will accelerate the customer's departure; B customers are most disgusted.

5. When the customer asks what drinks you have in the shop, how do you answer?

A.it's on the menu. You can have a look.

Beer, coke and juice are all available.

C.we have rock sugar, tremella and peach gum, which is crowded.

Correct answer: C.

Answer analysis: all the year round, customer feedback is better, beauty.

6. Six people eat, only four people. What did you say?

A.sorry, there are no seats left for six people.

B.sorry, it's full.

C. I'm very sorry, but there are no tables for six now. I'll let you know as soon as two tables are finished, or we have four tables and we can add two stools for you. Why don't we go and sit in first?

Correct answer: C.

Answer analysis: C suggestion is reasonable, either wait for 6 people, the time is not long, or add a table of 4 people; AB is to directly refuse customers.

7. When a customer says, "Why is serving food so slow?" ?

A. just a moment, I'll hurry again.

B.i'm a little busy now. Please forgive me.

C.excuse me, sir/madam. I'll check what happened and call you back right away. (After communicating with the kitchen) Hello, the kitchen has been informed to speed up and serve the table immediately.

Correct answer: C.

Answer analysis: sincerely apologize and let customers feel progress through practical actions; B that's right, but it's not what customers care about; A coping style.

8. What would you do if the customer needed to withdraw the plate moderately during the meal?

A. fold the plates and don't take them away.

B.hello, let me help you remove the dishes.

C. Hello, this empty plate is for you. If you need anything else, please let me know.

Correct answer: C.

Answer analysis: the action of withdrawing the plate itself will speed up the progress of customers' dining, and it is also a good time to repeat that a dish has been finished and give suggestions. A is the most taboo, try not to appear; B No problem, but I missed the interaction with customers.

9. What do you do when you serve the wrong dish?

A.sorry, I'll change it for you right away.

B: I'm sorry, this dish has been tampered with and cannot be returned.

C.sorry, check it right away. I'm really sorry, really wrong. I have informed the kitchen that I will serve you right away. Do you think this dish is (wrongly) needed?

Correct answer: C.

Answer analysis: let the customer see your attention to him through sincere apology and action. As for whether the wrong dish should be returned, let the customer decide; A Yes, but a little reckless; B. The first concern should be the customer, not yourself.

10. What do you do when customers eat foreign objects?

A.did you just fall in?

Please wait a moment, I'll call the manager.

C. I'm really sorry, because our mistake affected your dining mood. After sincerely apologizing, ask the customer's opinion to see if the customer wants to do it again, or at a discount, or for free, and try to satisfy the customer. This process, please try to go to the private room. )

Correct answer: C.

Answer analysis: the waiter apologizes first, and in the process of solving it, he should pull the store manager to show his attention; A typical cake pusher will make things big; B Call the store manager as soon as possible, and the customer will enlarge the compensation.

1 1. When you accidentally pour steamer water and vegetable juice on customers, how do you solve it?

A ... (pretending not to see it).

B. sorry, sorry.

C. I'm sorry, I'm sorry, please wipe it with a paper towel first, and I'll get the wet towel right away. The waiter should assist the guests in wiping. If it's a female guest, let the guest clean it herself. If it is very dirty, it is necessary to coordinate with the store manager to compensate for the cleaning fee. )

Correct answer: C.

Answer analysis: C apologizes first, then pays attention to it through practical actions, and compensates according to the degree of customer disgust; A does not advocate; B Apologizing can put out the fire, but it can't solve the root cause.

12, can your store order takeout?

A. If you are hungry, the US delegation can order.

B.？ Wechat applet can place an order independently, if the recharge has a membership price.

C all three platforms have said that applets are especially recommended.

Correct answer: C.

Answer analysis: tell customers the take-away channel, recommend WeChat applet as much as possible, and let customers have the stored value membership price.

13. What do you say when customers ask for packaging?

Yes, I'll help you pack.

B.ok, just a moment, please.

C.yes, I'll wrap it for you right away. Do you think I should help you pack or you should pack it yourself?

Correct answer: C.

Answer analysis: customers should pack quickly, because they are in a hurry after eating. Who will pack and ask customers for advice?

Catering service terminology 100 sentence:

First of all, empathy

1, I understand.

I understand your feelings very well.

I understand why you are angry. If I were you, I would feel the same way.

Please don't worry, I understand your feelings, and we will try our best to solve it for you.

If I have so much trouble for you, it will be the same as you are now.

It's inconvenient for you to have such a thing happen, but we should face it positively, right?

7. That's right. If I encounter so much trouble from you, I will feel wronged, too.

8. I understand/really understand your feelings. Please rest assured that we will find out and give you a satisfactory answer.

9. Actually, I am more anxious than you.

10, "I can hear that you are worried", "I feel that you are worried" and "I can understand that you are angry. Let me give you some other advice. What do you think? " "I can feel your disappointment, what I can help you is …" and "I can feel that the situation and service have brought you unnecessary trouble."

1 1, "If it were me, I would be very anxious …", "I feel the same way with you …", "It's very irritating …".

12, hello, I'm very sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?

13, you are right, and I feel the same way.

14, we are very sorry for the inconvenience, and we feel the same as you.

15, I can understand your feelings. I'll take care of it for you right away.

16, "Sir/Miss, I really understand you.

17, yes, if I were in your predicament, I believe I would feel the same way as you do now.

Second, be taken seriously.

Sir/madam, you have been our guest for * * years.

You are an old guest who has supported us for a long time.

You are so familiar with our service, you must be our old customer. Sorry, we made such a mistake. I'm really sorry.

4. Sir/Miss, I'm sorry that the previous service made you feel bad. Our hotel attaches great importance to the opinions of guests, and we will reflect your situation to relevant departments for improvement as soon as possible.

Third, replace "you" with "I"

1, you're confusing me-I don't quite understand. Can you repeat your question?

You made a mistake-I think there may be a misunderstanding in our communication.

I've made it very clear-maybe I didn't explain it clearly and you misunderstood.

4.do you understand? Do you understand my explanation?

5. Ah, what did you say? Sorry, I didn't catch that. Would you please say that again?

6. Do you need-(on the contrary) I suggest .../Do you think it's ok ...?

Fourth, speak from the guest's point of view

1, this is mainly to protect your interests.

If someone can help you with such an important business, it is very insecure for your interests.

I know you will understand. This is to ensure the rights and interests of loyal customers, who are as important to our hotel as you.

5. This mouth is the sweetest.

1, please.

Thank you very much for your good suggestion, and we will reflect it upward, because with your suggestion, we will make continuous progress.

Thank you for your understanding and support. We will constantly improve our service to your satisfaction.

Sir, you are our old guest. Of course, we can't betray your trust.

Actually, we are very sorry for this trouble. We will record what you said and feed it back to the relevant departments to try to avoid the recurrence of the problem.

Thank you very much for providing us with this information, which will make our service better.

7. Please feel free to use it after this problem is solved.

Thank you for your support to our work. I hope you will continue to support us in the future.

Thank you for your service supervision, which will make us do better.

10. Thank you for your support to our hotel. Your feedback will be an important reference for the future improvement of our hotel.

1 1. Thank you for your feedback. We will strengthen job training, and you are welcome to supervise our work at any time.

12. Thank you for your feedback. This issue has always been a very important issue in our hotel. At present, we have provided other channels besides XX. I hope you can give us better suggestions.

13. According to the situation you just reflected, our hotel will continue to improve, hoping that the improvement will bring you better service.

14, I'm really sorry for causing you such doubts and making you angry.

15. Thank you very much for your concern and support. We will improve it as soon as possible.

16, your suggestion is very good, I agree.

17. Thank you very much for your valuable advice. It is our pleasure to have you as a guest in our hotel.

Sixth, the art of rejection.

1 sir/madam, I can understand your idea, but I'm very sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first, and then contact you after verification, okay?

What you said does have some truth. If we can help you, we will do our best. Please forgive me if we can't help you

Although we can't handle or solve this matter at present, what I can do is.

4. Thank you for your support! Please pay attention to future preferential activities!

5. Thank you, Sir/Miss, for your interest in XX activities in our hotel. We haven't received the latest notice yet, so please consult later.

6. Thank you very much for your attention. It has not been launched yet. Please pay attention later.

7. Thank you very much for your feedback, sir/madam. We will try our best to improve this problem and hope that you will continue to support and supervise our work. Thank you.

Miss, I can understand your feelings, so how do you want us to help you solve it?

9. Mr. *, you are our guest, trying to satisfy you. This is our job requirement. I'm sorry, what you said does have some truth. If we can help you, we will do our best. Please forgive us if we can't help you.

Seven, shorten the call

1, hello, in order to facilitate your understanding (memory), I will send you the content by SMS (email), please pay attention to the inquiry.

2. Because there are many contents involved, I will send you the details by email, OK?

Eight, how to make guests "wait"

1, sorry for your time.

Remind me before waiting: "Sir/Miss, please wait a moment, I'll check for you right away".

3. Continue the call after waiting: "Thank you for waiting, sir/madam. I found .../Now the result is ... ".

Just a moment, please. It will be ready soon.

Because it takes some time to query the data, I'm sorry to delay (you) a little time.

6. Thank you for your patience.

Nine, record content

1. Is it convenient for you to provide specific information (detailed address, time, phenomenon, etc. )? We will give you the records so that we can inquire and handle them as soon as possible. Thank you for your cooperation.

2. Thank you for your valuable comments, and we will record them to the relevant departments.

I really hope I can help you. For this matter, someone in our hotel will help you as soon as possible. Please rest assured.

4. Hello, sir/madam. Now we are in the experimental stage. It is because of your use that we know the shortcomings of the new activity after its launch. Thank you very much for your timely feedback on this deficiency.

This may be the mistake of our staff, and we will give you feedback immediately. Please rest assured that we will give you a satisfactory result.

6. I agree with your proposal, sir/madam. I'll write it down and hope it can be implemented as soon as possible. Please pay attention! Thank you very much for your valuable advice.

7. I am very sorry for the inconvenience. Please wait a moment, and we'll test it right away. If there is a mistake, explain to the guest: "Thank you for telling us this situation. We will report the fault immediately. Would you please try again later? "

8. I'm very sorry for the inconvenience. There must be something wrong with this situation. Don't worry, if it is our problem, we will be responsible for it to the end and give you an explanation.

X. others

1. If you are not satisfied with my explanation, you can make your suggestions so that I can improve it in the future? When faced with the deadlock with the guests.

2. Hello, your ringtone is very beautiful, special, pleasant to listen to, personalized, etc. When an outside line is needed.

3. Your satisfaction is our pursuit. I wish you sunshine and a good mood (when the guest thanks us for solving his problem).

4. Please enter your password for verification and pay attention to the page prompts. Putting page tips at the back can play the role of tips.

It doesn't matter. I'm just worried that you'll miss these offers. We'll contact you next time you have a better suggestion/when we have other activities in the future?

6. "Please rest assured that the refund you requested has been successfully processed (cancelled)!" "Please rest assured that I have checked your expenses for you, no problem!" "Please rest assured that your question has been recorded for you!" .

7. Thank you for your advice.

Thank you very much for your patience.

Don't worry, please speak slowly and I will try my best to help you.

10. Thank you for your criticism and correction. We will correct it in time and continuously improve the service level.

1 1, thank you, this is what we should do.

12. We will contact relevant departments for your questions. Please leave your contact number and we will give you an answer within * hours.

13. Maybe I didn't make it clear. Please allow me to explain it again.

14, I want to ask you what trouble you have encountered. Don't worry, we will try our best to help you.

15, please tell us what you think, and we'd be happy to hear your opinion.

16 sir/madam, thank you very much for telling us your troubles in time.

17, you are all our guests with very good credit. We will help you as soon as possible! The language skills of restaurant waiters not only affect the customer experience, but also directly affect the customer's list and repurchase.