many customers have had unpleasant dining experiences while eating. For example, eating insects, hair, etc. in meals. Faced with such a disappointing dining experience, it will not only ruin the appetite, but also bring its own health problems. For catering operators, it is difficult to avoid such complaints. In fact, everyone who does catering knows that this is also their biggest concern. "This has been happening to me since I became a chef ..." Master Chen, who worked in the catering industry for 2114, sighed. According to him, since 2114, including four-star restaurants and mass catering, he has worked in more than 111 restaurants, and basically every one will encounter similar things. However, there will be some situations that are difficult to identify, such as eating without hair and "appearing" after eating, and some customers are suspected of fraud and deliberately create troubles, hoping to take the opportunity to get free of charge or discount. In this case, the hotel can't "bear", let alone "bear", and it is in a dilemma. Mr. Liu, who once worked in a four-star restaurant, is deeply touched by this. In the summer of 2114, more than 11 guests ordered more than 2,111 yuan of food in the restaurant where Mr. Liu worked. At the end of the meal, a cockroach was found in the head of a cold dish of sauced duck. Later, he said that he didn't pay the bill and said that he was not feeling well. Let the restaurant take him to the hospital for examination. Upon seeing this, the restaurant staff apologized again and again and discussed a discount, but the guests just didn't want to. Finally, they had to meet the requirements of the guests. When the guest left, the loss of more than 2111 yuan was on the chef's head. In fact, the sauced duck head is only a dozen dollars! In this regard, the legal profession also expressed their views. According to the law, if one of the dishes consumed by consumers does not meet the contract requirements, the price of the dish should be reduced accordingly, or the solution should be changed or redone, while the consumers should pay the corresponding money for the remaining dishes. Actually, restaurants have their own difficulties. If consumers don't agree to change dishes or redo them, there's nothing the restaurant can do. You can't force them. When consumers ask for free of charge on this ground, the restaurant is in a dilemma. If they don't agree with the excessive demands made by consumers, consumers will deliberately make a big deal out of it for various reasons such as physical discomfort. For the sake of reputation, restaurants often have to let things go, even if they know that it is the consumer's own problem, but the restaurant can't produce evidence. Individual dishonest consumers just seize the restaurant's reluctance to speak out and continue to cheat. What should I do if the restaurant can't monitor the consumer's every move during the meal? Therefore, in many cities, many middle and high-end restaurants implement transparent kitchens, where well-dressed chefs work behind glass windows, and some also install cameras in the kitchens and open the kitchens to customers, which also reduces the occurrence of "free of charge" from one aspect. However, this form of catering is still difficult to popularize at present. The speed and attitude of handling complaints are the key to the complaint handling results. The faster the handling speed and the better the attitude of the service personnel, the better the handling results will be for the merchants, otherwise, the worse it will be for the merchants. Fast time and good attitude meet the psychological needs of consumers to be respected, and the weaker the psychology of pursuing responsibility, so that consumers will look at the problem positively, and their hearts of arguing irrationally and profiting will be alleviated. This is what you often say, that being punched three times makes you feel at ease, kicking people three feet and making you feel uneasy. Catering provides service products to guests, and guests have the right to comment on the quality of service. Guest complaints not only mean that some of the guests' needs have not been met, but also indicate that there are loopholes in the catering work. First of all, we should see that complaints from guests in the service environment or in front of the public will affect the reputation and image of catering, which is the most unfavorable factor for catering. For catering, it is not easy to win guests, and it is even more difficult to keep them. If the complaints of guests are not handled properly, the guests will leave because of dissatisfaction, and the catering will eventually be damaged. Moreover, some guests keep their dissatisfaction in their hearts, refuse to visit next time, or vent to relatives and friends, which will cause greater losses to the catering.