Case 1

On June 22nd, around 2: 11 pm, there were many coffee guests on both sides of the strait. Outfield is busy all the time. There is a table of guests who are other people in the society. They ordered five cups of Longjing tea. Lu Yuping, an outfield waiter, accidentally knocked over the tea cup while serving tea, and poured it on the guests. The boiling water made the guests jump up from their chairs, and some water spilled on the guests' mobile phones. Lu Yuping was shocked at that time and didn't know how to react. The foreman and the store manager rushed over to apologize to the guests and help them wipe and turn the table. The guests were very angry. Give away fruit bowls, and promise the guests that if the mobile phone breaks down afterwards, the store will be responsible for repairing it. In this way, the guests calmed down a little, and they also gave the guests a 18% discount when checking out. The guests were very satisfied with this treatment before checking out. This shows that our thoughts are very simple and lack certain political discrimination ability.

Analysis:

As a waiter, you should be careful and deal with problems calmly. When the tea is poured on the guest, you should apologize immediately and deal with it. You can't be unresponsive. As a store manager, her practice is correct. First of all, she should understand the guests, listen to them and then put forward the satisfactory practices and corresponding compensation measures. Let the guests calm down their anger and let things be solved smoothly. Only in this way can it be more conducive to the development of restaurants.

Case 2

Cui Huaili is a casual and generous person, and she always doesn't take things seriously. Once a guest came to dinner, she went to order. When she asked the guest what kind of tea to use, the guest told her "no tea". She listened to "earl grey" and ordered a pot of "earl grey" for the guest. She didn't reply to the order, and the guest didn't know it. When the waiter served tea, the guest was surprised and refused to pay, so she had no choice but to pay for it herself. This is also a lesson for her carelessness.

Analysis:

As a waiter, you need to be patient and careful. You should listen carefully and remember carefully when ordering for the guests, and repeat the order for the guests after ordering to avoid errors. It takes a lot of effort to become an excellent waiter after leaving after determining the accuracy, and the corresponding care is indispensable.