The catering service industry faces many people every day, and all kinds of things can happen. When a dispute suddenly occurs, how to satisfy customers and minimize hotel losses in the shortest possible time in the simplest and most effective way is the most important thing.
Conflict is the most important influencing factor in interpersonal relationship. When we talk about conflict, we think of nothing more than negative words such as fear, loss, humiliation and pain.
of course, this kind of conflict will also happen in restaurants. What should be done when there is a conflict with customers? Every conflict is not instantaneous, it always has a process. Generally, it is divided into incubation period and outbreak period.
guests suffered losses and injuries due to restaurant reasons during eating in the restaurant, such as scalding caused by accidental collision or slipping and falling caused by water on the ground. They will complain to the restaurant and hope that the restaurant can compensate them for their losses in a timely and reasonable manner.
consumers don't like products, but waiters try their best to promote them, but consumers are not moved by waiters' behavior, thus forming an unbalanced psychology of going their own way. At this time, there is the possibility of conflict.
when there is a conflict with a guest, you must immediately take the initiative to face the guest's complaints, first stabilize your emotions, temporarily hand over the current work to relevant personnel to handle it, and take no time to deal with the guest's dissatisfaction.
Both the customer and the waiter hold a positive attitude, but they are unhappy because of the waiter's bad service mode or the consumer's bad words. At this time, consumers' psychology is unbalanced.
once something happens to a customer before or during a meal, many waiters will habitually say, "it wasn't me, it was the waiter of the previous class", which is not right. The correct way should be, whether it is your own responsibility or not, as a member of the restaurant, you have the obligation and responsibility to have a sense of collectivity. Therefore, don't argue with guests, admit the objective existence of things and admit your own mistakes.
if there is a conflict with customers, we should first reduce the adverse effects, try our best to get customers into a communicative mood, and then focus on solving the conflict.
understand the causes of conflicts and what the real needs of customers are. And reasonably compromise to solve the contradiction.
To do a good job in the education and psychological communication of employees' clients, we should not only make employees realize the mistakes, but also make employees feel respected and understood.
if the employee's problem is serious or not recognized, the problem of retention should be considered.
Inevitable conflicts will be encountered in both dining and life. Some conflicts are complex and difficult to solve. If you are not careful, conflicts may escalate out of control and the consequences will be more serious.
Therefore, restaurants should constantly improve their service quality and improve their service level. To learn to communicate well with consumers, as a catering operator, we should make greater efforts to meet the consumption needs of customers, so that every dining behavior can be carried out smoothly.