How to deal with difficult customers in catering

When catering staff provide services to customers, they often meet difficult customers. What should they do? Let's study together!

Steps/Methods

(1) Customers who are in a hurry: For customers who are in a hurry, they should first be introduced to a nearby fast food restaurant if they want. If there is no fast food restaurant, it is necessary to briefly introduce the waiting time of their order to customers and introduce some ready-made foods. When serving, you should provide drinks quickly and serve dessert and main course at the same time. If possible, guests should be advised to order portable food and provide service as quickly as possible.

(2) Hesitant customers: You can give suggestions to such customers, but don't rush them. If customers spend too much time ordering food and blame themselves, don't look angry, and don't make customers feel guilty about the delay in ordering food.

(3) Dieting customers: Service personnel should know the ingredients, materials and preparation methods of each dish, and know which dishes are not suitable for dieting. Appropriate alternative dishes should be introduced to these customers according to the restaurant system.

　(4)? Noise? Customer: This kind of customer will deliberately make it in the restaurant? Noise? So as to affect other customers. When arranging seats, waiters should try their best to make? Noise? Customers are separated from other guests. If noise becomes a problem, you should report it to the foreman and manager to discourage it.

(5) Angry customers: Angry customers should be allowed to vent, show that they attach importance to the things mentioned, and try to help. After the guests calm down, ask some questions with concern. If food and drink are spilled, don't go to the customer's cause, but wipe the table with a service towel, cover the dirty place with a clean napkin, and replace the spilled utensils. If it spills on the floor, cover the dirty place with a chair, change the dining table for the guests, and notify the foreman or manager if necessary.

(6) Complaining guests: If the food ordered by the customer is not on the menu, apologize politely and introduce similar dishes to the customer; If the guest is picky about the raw and cooked main course, he should not hesitate to change it, and should listen carefully to the customer's complaints and report the unresolved problems to the manager or relevant personnel.

(7) customers who make trouble: waiters should treat these unreasonable customers with courtesy and dignity. They may not understand them, try to avoid getting involved, or try to treat these customers naturally, and avoid being too close to the table except providing necessary services. If someone misbehaves, he should report to the manager to avoid quarreling.

(8) Poisoned customers: In case of customer poisoning, report to the foreman and manager immediately, and don't move the customers' drinks and medicines.

(9) children's customers: children are cute little customers, but they may also be the biggest problem. In order to make the child happy, the service staff should do a lot of work: arrange him in a seat far away from the aisle, provide a high chair, and remove dangerous goods that the child can touch; Don't play and laugh with children; Before serving the children, ask their parents if they need cookies to make them happy. Don't ask your child what he needs without parents' request. The serving size for children should meet the requirements of the restaurant. Provide more napkins during meals and hot and wet towels to wipe your hands after meals.

(11) elderly customers: elderly people are suitable to sit far away from the voice area of the restaurant, but don't separate them from other customers. Help the elderly choose dishes that suit their nutritional requirements. If the customer asks for the quantity of the dish ordered, the waiter can discuss it with the chef to satisfy the elderly customers. Remember that the elderly should not eat too many sweets.

(11) Blind customer: Ask the blind customer to hold your left arm and guide you to your seat. Don't touch his cane. Take away unnecessary clutter on the table. Condiments should be close to guests. Explain the menu and its price to the guests, ask about the food they like, and speak with a pleasant voice and normal speed. Explain the names of dishes on the table to the guests when serving. When handing in the bill, you should quote the price and total cost of each dish loudly.

(12) Disabled customers: Many disabled customers need some special help. Moving the chair to make the wheelchair close to the dining table is the quickest and best help, and then put the customer's cane behind the chair.

(13) Sick customers: If customers fall ill during meals, they should immediately report to the manager and inform the medical staff for help. And remind customers' companions to give necessary help. If the customer falls or loses consciousness, do not move him. If the customer wakes up, try to keep him awake and wait for the doctor to arrive.

Precautions

Differentiate the situation, and the waiter should treat the customers he serves differently according to the situation. Some customers feel hungry and some customers feel lonely; Some customers like to make a fuss and make a mountain out of a molehill; There are also some guests who are new here and unfamiliar with the surrounding environment, and they need the help of service personnel very much; And some people are unfamiliar with the surrounding environment, and they really need service personnel to try to sell surplus food. Service personnel should get to know their customers as soon as possible and provide corresponding services. No matter how complicated the occasion is, it will not be difficult to find the universality among customers. An excellent waiter should be able to grasp the customer's psychology through observation and analysis and properly handle the methods of treating people in various occasions to satisfy customers. ;