1. There are many reasons for customers' complaints about catering, but the following six are the most common:

There are foreign objects in the product:? If hair, bugs, flies, fabric fibers, etc. are found in dishes;

service skills and attitude:? The service staff is indifferent and not enthusiastic, and the customers ask questions and ask questions;

environmental sanitation: Mainly tableware, public health areas;

service speed:? A customer's request, such as the speed of serving food and the speed of taking tableware, has not been solved for a long time;

management issues:? Can be embodied in the overall handling process and attitude of the store for a certain thing;

promises are not kept: For example, customers can't cash the preferential activities made by marketing when they arrive at the store.

2. There are many kinds of psychology when customers complain, which can be roughly divided into three categories: well-intentioned reminder, hope compensation and venting.

Let's take the product failure as an example to illustrate that

A kind reminder

Generally speaking, women are the main ones. They think that they are deeply in love and help you grow up. Once you refute them, their inner level will rise to the height where you defile her holy heart. If not handled properly, they will be more serious and even have a chain reaction.

The correct way to deal with it is:

Thank them sincerely, and it is best to give them a small gift.

bHope to compensate

Most customers who put forward their opinions have this mentality as their core starting point, and the principle of handling is "only quick and not broken".

Solution:

① Respond quickly and ask whether to return or exchange.

② Remove the defective products and put them where customers can see them.

Imagine that you ate a bowl of noodles in a restaurant, and there was a hair in it. The boss said to change it for you, turned around and took it back to the kitchen, and then brought you another one. What if it was proved that the bowl was new?

③ It is also very important to "destroy the corpse" conveniently to prevent customers from taking photos and uploading them to the Internet to further expand their influence.

④ The whole team must give a green light to this problematic dish. When receiving feedback from the front office that something is wrong with a table dish, the kitchen, the food delivery department and other relevant departments must give a green light to this meal. The kitchen can't delay making up the meal because there is no list.

⑤ Those who have just started eating can send another dish to apologize, and those who are about to finish eating can directly tell them that this dish is free of charge, or directly tell customers that there is a discount when checking out. Be sure not to leave the customer complaint until the checkout.

If the foreign body is serious, the result you give must not be as simple as changing or returning. There must be a quick response mechanism inside to know who to call if there is a big problem!

C-vent

this type of customer has its own reasons, as well as our restaurant.

customers who consume with emotions can feel it with a little attention when they enter the door. Be a little cautious in everything, and don't let us be the fuse of their anger. If there is, as long as you sincerely apologize, the problem is not big!

to sum up: customers who make comments need to be respected, compensated, valued and solved!

3. Skills of handling customer complaints

A Listen to customers

Deal with emotions first, then deal with things. ? Listen to customers and let them vent. Only after customers vent their emotions will they listen to you.

bApologize fully and show sincerity

Some people will say, it's not our fault, why should we apologize? We apologize for not providing customers with a better dining experience. A sentence of "I'm sorry, but you are still unhappy after eating a meal" will make customers feel much more comfortable.

C Stabilize customer's mood

You can collect information and show empathy in the process. Some sentences can be used: "Yes, if I were you, I would be angry, and I can understand what you said", etc. During the period, you can use a notebook to record it. First, you can show your attention. Second, you can let customers slow down their speech. If the speech speed is slow, their mood will naturally come down.

D give solutions

give customers 1 or 2 solutions: do you think this ...?

E seek customer's opinions

if the other party is still not satisfied, ask his thoughts: what do you think is more appropriate?

there is a saying in psychology: it's either! If the customer says, it's not about money. Attention, everyone, this is probably a question of money.

F tracking service

leaves customers' dissatisfaction before they go out.