Guests eat flies, hair, steel balls and other foreign bodies in the store, and a complete set of solutions.

What should guests do if they eat flies, hair, steel balls and other foreign objects in the store? If the customer is not satisfied after handling, how to negotiate further?

Storage handler

1) Immediate response:

The first time I realized the guest's complaint, I immediately went forward to understand the situation.

2) Listen carefully and understand what happened:

We must listen carefully to the guest's narrative and make the guest feel valued. The audience should look at the guests and nod from time to time. In order to calm the guests down, they can also repeat their complaints or complaints in their own language to show respect for the guests and pay attention to the problems reflected. The process of listening is also a process of letting guests vent. When the guests express all their dissatisfaction, most of the anger will disappear

3) show concern, but not easily take responsibility:

You need to let the guest know that you care about whether the service he enjoys satisfies him, and apologize for his experience, but don't take responsibility casually.

4) Propose solutions:

When you fully understand and understand the reasons for the guests' complaints, you need to take action to correct the mistakes. You must let the guests know and agree with your decision. If the guest doesn't know or disagree with your handling method, don't take action blindly. You can politely ask the guest's permission: "Sir, do you think it is appropriate for me to handle this matter?" what do you think? "and so on.

5) Take prompt action:

When the guests agree with your handling method, you should act immediately and don't delay, which will only further arouse the dissatisfaction of the guests. At this moment, time and efficiency are the biggest needs of guests.

6) Follow up the guest satisfaction:

Implement, supervise and check the implementation of treatment measures.

The final satisfaction of the complaining guest depends on the degree of special care and concern received after complaining to him. Many guests who are grateful to the restaurant are often satisfied with the proper handling of complaints.

Taboos in Crisis Management

1) Don't deliberately avoid the question, but actively communicate with the guests and try to gain an understanding of the dishes.

2) Don't promise customers anything easily. Understand the customer's intention by asking, and then work out specific solutions to minimize the economic loss index of the store.

Statements and questions:

1) The causes of food quality problems should be found out in time.

2) Strictly control product quality.

Answers to frequently asked questions about food hygiene (or foreign bodies)

1, Customer complains about food hygiene (or finds foreign objects), how to deal with it correctly?

Should: First of all, we should maintain a polite and caring attitude, put ourselves in other's shoes, and express our apologies and regrets for such things.

"I'm really sorry to bring you a bad dining experience. I understand your mood and feelings. Look, do you want me to change it for you? "

(If the customer doesn't want to eat any more) "Otherwise, I will return this product to you." (Problem products only)

No: "What is this? Where did you eat? "

"Never mind, I can assure you that this kind of thing is absolutely harmless to your health!"

"Where did the foreign body come from? There is no such thing in the restaurant! "

2. What should you do if the customer is not satisfied with the way you proposed?

Should: If the customer is not satisfied, he can give a meal coupon equivalent to food on the basis of replacing the product or refunding. If you are still not satisfied, you can ask the customer's opinion politely and sincerely, and immediately report it to your supervisor or relevant departments of the company. If necessary, you can also gently suggest that customers go to the Consumers Association for consultation.

No: "Sorry, my authority can only stop here." Don't give customers different permissions, they will feel different solutions. On the contrary, you should gently tell your customers that both you and your supervisor have consistent principles and standards to solve this kind of thing. )

3. What if the customer needs medical treatment?

Should: If the customer is unwell due to food problems, he should send someone to the hospital for examination, contact relatives and friends if necessary, or ask the supervisor to advance medical expenses for him.

Should not: do not care, do not show concern, or do not understand the specific situation immediately take responsibility.

4. How to deal with the products with problems?

We should: if possible, take back the defective products and keep them properly, so that the company can trace the causes and make rectification, and also reduce the chances of media rendering. However, if it is difficult to take it back, it should not be forcibly taken back to avoid misunderstanding by customers. (It should be noted that if the incident has been resolved and both parties reach an understanding, the restaurant should take back the problem product. )

No: Take back the problem product and throw it away.

5. What if the customer insists on writing a written explanation of the incident?

We don't advocate providing written things to customers. Even if it is a customer opinion contact list, its main purpose should be to record the customer's requirements and contact information, not to describe the event process.

Should: "If you have any comments or requests, please feel free to contact us. Today, we have a good understanding of this matter. As a reputable enterprise, we can communicate at any time. We trust our customers very much precisely because mutual trust is the prerequisite for solving problems. "

If the customer insists on writing, you need to ask your supervisor or relevant department for instructions, and the content must be concise and objective, for example, the customer complains that ...)

No: give a written explanation to the customer without the consent of the supervisor.

6. If the customer claims to complain to the Consumers Association, health and epidemic prevention or the media, how to deal with it?

It should be: "If you think it is necessary, you can also consult with the Consumers Association (health and epidemic prevention, media), which is also your right. But I think it will be better if things are solved through good communication between us, and it won't involve your energy and time. I hope we can keep in touch. "

If the customer wants to complain to the above departments, please report to the supervisor and the crisis team immediately.

You shouldn't: "You can leave if you want, and I can't stop you. Isn't that your right? "

7. What should the above departments do when they go to the restaurant or call to inquire about the incident?

It should be: "Hello, which government department are you from?"

"Thank you very much for your attention to xxxx. Our company has a special person in charge of this matter. Can you leave your contact information? I will report to my supervisor and the person in charge of this matter as soon as possible. He will get in touch with you as soon as possible and give you a good explanation. "

You shouldn't say, "Yes, there is such a thing. The thing is ... "(I don't know each other's background, just comment)

Remember at all times that what you said represents the attitude and position of the company and is the first explanation to the relevant departments. )

8, if the health and epidemic prevention departments require written information or investigation records, how to deal with it?

1. Report to the Administration Department immediately.

B accept inquiries or take notes under the guidance of the quality control department. Don't simply answer yes and no, but try to express them in detail.

C, can't provide written information without the permission of the supervisor.

9. If the customer asks for mental compensation, how to reply?

I think we are really sorry for the inconvenience. On behalf of the restaurant, I apologize again. I also know that you have the sincerity to solve this matter. From the restaurant, the practice from beginning to end also fully reflects our regret and sincere desire to solve the problem. We still look at and solve this problem from a more realistic perspective, which is more conducive to solving things. I think you also know that there are quite strict restrictions on mental compensation in domestic laws at present. Therefore, I still suggest that you consider my proposal. If necessary, you can go back first and we'll keep in touch. "

10, how should you handle this kind of complaint?

A, properly save the problem products, so that the quality control department can trace the reasons and make rectification.

B. If the incident is beyond your authority, please report it to the supervisor and relevant departments of the company immediately.

C. We don't advocate written explanation, even if it is a contact list of customers' opinions, we should be cautious.

We should keep a good, patient and sincere attitude when communicating with customers under any circumstances. When customers complain, empathy is very important.

E. Any complaint is an opportunity for your restaurant to improve. Follow up the reasons afterwards and rectify the restaurant.