what should I do if I meet a disgruntled guest? How to deal with picky guests? What should I do if I meet a rogue? How should rude guests do a good job of service when they come to eat at home? These are the problems that the catering industry will inevitably encounter in the course of operation. Catering service has a wide audience and different guests, so it is inevitable to encounter various problems in the course of operation, which requires waiters to have certain service skills and respond quickly when encountering various problems to ensure service quality and improve guest satisfaction. So how to deal with the problem guests? Question Guest 1: Rude guest behavior: This kind of people have a bad temper and often swear, but they don't violate many rules, but they just go too far. Countermeasures: ① Try to tolerate it, analyze the possible reasons for its rudeness, and try to do every job well to make it enjoyable during its stay in the hotel. (2) if you violate the hotel regulations, or affect other guests, you should be patient and persuade them to converge. (3) If you don't stop giving advice, you should be reasonable and restrained, and ask them to leave if necessary, so as not to destroy the harmonious atmosphere of the hotel. Question guest 2: Complaining guest performance: This kind of person is always complaining, as if he is staying in a hotel to find fault. He complains about this and that, and no matter what you do, it is difficult to satisfy him. Countermeasures: ① First of all, be patient, put yourself in the other party's position and think about whether his "complaints" are reasonable. The hotel should pay attention to its correct opinions and requirements and give them satisfaction as soon as possible, regardless of its attitude. ③ For the problems that are difficult to solve, we should patiently explain or adopt some flexible methods to solve them. Question Guest 3: Behaviour of unruly guests: A very small number of "guests" have made some excessive or unreasonable demands to the hotel for a certain purpose, deliberately picking holes, making things difficult, making trouble, and even resorting to blackmail. Countermeasures: ① If you think calmly in advance, learn to be good at identifying false "God". (2) is still considerate to serve them, be vigilant, don't let them find fault. (3) prepare for the law and call the police in time when necessary. Question guest 4: picky guest performance: this kind of person likes to compare your shortcomings with other hotels, and even some opinions are unrealistic and demanding; Some people are out of vanity. Even if the food or service is good, he will "find bones in the eggs". Countermeasures: ① Don't argue with them, keep smiling and thank them for their suggestions. 2 Don't go against it, let the guest have the upper hand, and give him a proper hug when necessary, which is one of the ways to make him happy. (3) for the guest's correct comments or suggestions, sincerely thank you, or might as well adopt it and try it.