what do restaurants fear most? There is no doubt that it is a customer complaint.

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

In fact, customer complaints are inevitable for every catering person. What is important is how to handle them properly and how to calm customers' anger. Looking at it in another direction, being complained means that the management and operation of the restaurant need to be improved, and the way you handle complaints determines whether there are repeat customers.

In the book "91% of MUJI's success depends on the system", Nakazo Matsui, president of MUJI, said: "Everyone knows that' complaints are valuable', but there are very few companies that really have a system that can use customers' opinions flexibly." He also described the customer's opinion like this, "Any enterprise has such a big treasure mountain that can dig out good ideas."

So, how can the catering staff deal with complaints quickly on the spot?

what principles should be followed to deal with the crisis of customer complaints?

complaints will come to enterprises, and it is normal for customers in the catering industry to complain. So, don't panic when you encounter customer complaints! This is not a bad thing! If you don't have a clue to deal with the complaint crisis, you should be able to resolve one thing or two by following the following principles.

1. Sincerely and frankly face: In the face of complaints, sincerely and frankly accept

the service that meets the customer's expectations is "satisfied", and the service that exceeds the customer's expectations is "moved", and when the store service is lower than the customer's minimum requirements, customer complaints may occur. Because customers have expectations for service, they will take the trouble to make suggestions. If customers don't even bother to complain and only leave a bad impression in their hearts, then the store won't even have a chance to save customers. Therefore, in the face of customer complaints, we should handle them cautiously and actively.

Taiwan Province Wang Pin Group is famous for paying attention to customers' complaints. They take every customer's feedback seriously. Once they find something unsatisfactory, the store manager will personally call the customers to apologize and propose solutions to the problems reflected by the customers. The accumulated customer opinions have become a springboard for Wang Pin to climb continuously.

2. Don't hurry to clarify the responsibility: No matter right or wrong, apologizing first is king

When a customer complaint occurs, it is very important to deal with it at the time and afterwards. First of all, no matter what the truth of the customer complaint is, it is a fact that "the customer is unhappy", and the service personnel should sincerely apologize for it first, instead of rushing to clarify the responsibility.

in other words, an apology is not an admission of a mistake, but an apology for a customer's unpleasant consumption experience. Of course, if you just say "sorry" and "sorry" blindly, it will also make the guests feel that it is a perfunctory response. There was once a case that when a guest complained to the restaurant owner about ordering food, the boss just kept saying "I'm sorry, I'm sorry", which finally made the customer more angry. He said, "You just said' I'm sorry, I'm sorry'. Do you really think you are wrong?"

if you just repeat the same thing over and over again, you don't propose a solution, but it will easily make the other party feel insincere. In Japan, there is an online organization called "Foreign Food Talk Research Association", whose members include the heads of customer service centers of major foreign food chain restaurants in Japan.