Guests have a complaint, the waiter should not be in a hurry to defend, not to explain to the guests based on their imagination, but to listen to the guests to vent their dissatisfaction in a humble attitude, to understand the core of the problem where.

Some guests complained but just to listen to the waiter to listen to nagging, and not just want to go through with the hotel, if the waiter can listen carefully and send a little gift at the right time, such as: fruit plate, the complaint may come to an end.

If the guest refuses to waiter explanation, ask the waiter? Call your manager.? The waiter has to move on to step two immediately.

The second step passes

The waiter has to find the foreman or supervisor right away to report the guest's complaint and ask the supervisor to fix it. Guests look for the manager to step in, mainly to save face.

Secondly, it may be recognized with some of the leaders of the hotel, taking the opportunity to make a discount, managerial staff such as immediately to the scene, will make the guests feel ? The first time I saw this, I was very impressed.

Three steps to ask

Ask is the director of food and beverage or vice president of operations of the conversation skills. At this level, the hotel has no way back, you must stabilize the guest's emotions, and then look for ways to solve the problem that the guest can accept.

The more passive situation is the guest asked me to answer, such as: the quality of your dishes is this? Your service is so bad? Why is your serving speed so slow? Such. How to answer the question is not good. If you do not agree with the other side of the argument, it is bound to argue with the guests, it may add fuel to the fire, both sides can not get off the stage; if you agree with the other side of the argument, it will make the guests think that the hotel to deal with the complaints unprincipled, inch by inch, asking for a lot of money.

Therefore, the store to learn to ask instead of answer, that is, with clever questions to replace the answer, so that the store to take the initiative. For example, the guest asked: how to deal with today? Store can be answered in this way: how do you think it is good to deal with? The baggage dumped on the other side, called the other side first conditions.

In general, the first party to show the cards in the negotiation is always in a passive position. If the two sides are difficult to reach agreement, the store should consciously move to the fourth step.

Four Steps

The store to deal with guest complaints to not hurt the feelings of the guests as a starting point, so that the guests can continue to visit again regardless of the previous consumption, so the negotiation of the feelings of exchange is critical.

But the focus of the debate is difficult to reach agreement in a short period of time. Smart food and beverage director will be a little bit of the topic of transfer, the topic of transfer to the guests interested in the content, so that the other side in front of the crowd appeared to be wise, decisive, reasonable, so as to create a friendly atmosphere of conversation, called the guests that: the hotel's guests to help solve the problem, are their own people, who can not make a mistake it?