Especially now that the network information is developed, posting a complaint on the catering review network or from the media is a restaurant crisis every minute. If customer complaints are not handled properly, it may ferment indefinitely and eventually lead to great disaster.

In fact, customer complaints are inevitable for every catering person. What is important is how to handle it properly and how to calm the anger of customers. On the other hand, being complained means that the management and operation of the restaurant need to be improved, and the way you handle the complaint determines whether there are repeat customers.

To deal with the crisis of customer complaints, we need to follow the following principles:

1, sincerely and frankly face: in the face of complaints, it is "satisfied" to sincerely accept the service that meets customer expectations, and "moved" to exceed customer expectations. When the service of the store is lower than the minimum requirements of customers, customers' complaints may occur. Because customers have expectations for service, they will take pains to make suggestions.

If customers don't even bother to complain and leave a bad impression in their hearts, then the store doesn't even have a chance to save customers. Therefore, in the face of customer complaints, we should be cautious and active.

2, don't be in a hurry to clear the responsibility: no matter right or wrong, it is king to apologize first. When customer complaints occur, it is very important to deal with them at that time and afterwards. First of all, no matter what the truth of the customer's complaint is, "the customer is unhappy" is a fact, and the service personnel should first sincerely apologize for it, instead of rushing to get rid of the responsibility.