We are doing a big training for all the waiters. Each batch of training lasts for 8 days, including physical training, theoretical training and service skills training. Physical Training We invite security personnel to train the waiters. Service skills were trained by Kouna, Zhao, Cai Jingbo and Gong Zhibin. I will train theory. One of the main contents of this theoretical training is to learn to deliver food (divide food). Because of the development trend of the existing catering industry, it is mainly divided into meals, so dividing dishes is a service skill that service personnel must master. Second, starting from improving the psychological quality of service personnel, I talked about the following points:

1, how to deal with guest petitions;

2. Procedures for handling complaints from Gu Wei

3. "Hard" service and "soft" service

4. "Functional service" and "psychological service"

5. Provide "double service" for guests more consciously. 6. Guests are consumers who "pay for the experience"

7. What does the guest "figure"? Afraid of what?

In these lectures, we combined many cases and stories from our daily work.

The form of jokes enlivens the classroom so that every waiter can understand and listen.

And can be implemented in the work, can better serve the guests and change the previous bad ideas. as soon as...

Take handling guest complaints for example! I told you that guest complaints are generally divided into six aspects.

1, brown color;

2. Money and difference;

3. Foreign bodies in food;

4. Cleaning and service;

5. Facilities and safety;

6. Seating and aging;

And talked about the essentials of the solution, and then more consciously provide double services for the guests. Few people pay attention to psychological services, only functional services. Psychological service means that the waiter should understand the psychology of the guests, and the second is the adjustment of the waiter's own psychological quality. Usually the waiter comes to dinner, and the head waiter sends him up. Some are emotional, while others are unwilling to leave. But now things have changed. The guests arrived late, and the waiters and waitresses were basically happy to serve. As the class said, if the interaction between the guests and you is not easy and unpleasant, then your service is definitely unsuccessful. If you are not only an expert in solving "practical problems" but also an expert in dealing with "guest relations", you can satisfactorily and efficiently solve practical problems for guests and let them experience relaxed and pleasant interpersonal communication. You not only provide high-quality "functional services" for guests, but also provide high-quality "psychological services" for guests. Then I talked about the psychology of the guests, so that the waiter can understand the psychology of the guests, which will help to change the psychological quality of the waiters, better provide double services for the guests and make the guests more satisfied. First, guests are human beings, with two psychological tendencies of "enterprising" and "defensive", but at the same time they have "ambition" and "fear". Second, the guests are modern people who are not fully satisfied and live a "tired" life. Third, the guest is a person who is divorced from daily life and walks from the "first reality" to the "second reality". No matter whether the guests themselves have clearly realized that they are bound to have the psychology of "seeking compensation", "seeking liberation" and "seeking balance", by understanding these, the waiter has made his own changes in the service process, and through the combination of lectures and waiters, I have a deeper understanding of the guests myself. In the future work, I will work with the waiter to better serve the guests and continue to work hard to make the tomorrow of the spoon garden more beautiful.

Modify it yourself a little. Good luck.