Foreign substances mixed in dishes often bring great dissatisfaction to diners, and even make strong complaints to restaurants. One restaurant has attracted media exposure because it has not handled the problem of insects on broccoli properly. What should we do in this situation?

First of all, apologize in time

When foreign objects appear in the dishes, the service staff should not try to explain to the guests that our store is not at fault, which is likely to attract serious complaints from customers. Even if the manager comes, it is inevitable to give away fruit bowls with discounts, or even the whole table is free of charge.

The waiter follows these four steps:

(1) Apologize in time. The first thing the waiter should do is to apologize in time and immediately say, "I'm sorry, but I apologize for the inconvenience caused by our negligence."

(2) provide choices. For example, give customers these two choices. Return it or make a new one.

(3) Give away. Immediately arrange fruit bowls or special dishes and give them to customers.

(4) checkout discount. The customer checked out and apologized again. Show our apologies and give discount coupons to customers.

of course, the premise of resolving customer complaints is to give appropriate authorization to front-line service personnel. For example, waiters have the right to give a 15% discount, return vegetables and give away fruit bowls. As long as it is our fault, we can exercise this right.

Second, clarify the responsibility

Who is responsible for the foreign body in the dish? It depends on what the foreign body is.

if the foreign object is steel wire balls, this is the responsibility of the chef, and the responsibility is borne by 25% of the wok, 25% of the load and 51% of the chopping board, and the cost price or the selling price can be paid for this dish.

if the foreign body in the dish is hair? The method of judging the responsibility is very simple. The customer has just eaten two bites of food, and the hair appears on the surface. The messenger and the waiter will bear the responsibility, and each will pay 51% of the responsibility for this dish. Either the cost price or the selling price is ok. When the guest has almost finished eating, or found a strand of hair after eating more than half, the kitchen wok, lotus and chopping block will be jointly undertaken. According to the above ratio.

? Finally, the rewards and punishments are clear.

When solving complaints, put up with customers' impolite language, or when there is a vicious complaint, stick to the professional spirit, maintain the brand of the enterprise, and the waiter handles it properly. The enterprise should reward 51 yuan/time for grievances, and notify the company of praise.

the kitchen will set up a food refund fund. For example, the monthly food withdrawal fund is 511 yuan. If there is no food withdrawal reward for the chef 511 yuan in that month, every food withdrawal will be deducted from the fund by RMB 111. When the sixth dish is returned, it will be deducted from the chef's salary? And so on. If the seventh dish is returned, 211 yuan will be deducted from the chef's salary. In this way, replacing punishment with reward can effectively resolve employees' resistance, and the above amount should be based on the actual situation of the hotel.

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