When catering, customers are most afraid of reporting the service.

Especially now that the network information is developed, a complaint report 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.

To deal with the crisis of customer complaints, we need to follow the principles:

1. Face it honestly: In the face of complaints, it is "satisfied" to accept the service that meets the customer's expectations with sincerity, and "moved" to exceed the customer's expectations. When the store's 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.

2. Don't be anxious to clarify the responsibilities: No matter right or wrong, it is Wang Dao who apologizes first. When a customer complaint occurs, it is very important to deal with it at that 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.