Eight tips for communicating with customers catering
Eight tips for communicating with customers catering, do the catering industry is the most frequent contact with the guests, as the saying goes, the customer is God, good communication skills and good service consciousness is the most important as a service industry, the following is recommended for the catering industry to communicate with the customer's eight skills, come to see.
Eight tips for communicating with customers catering 1To communicate well with the guests, first of all, we must correctly recognize the guests, to understand "what the guests are" and "what the guests are not"?
The guest is:
1, the guest is the object of service
2, the guest is the most facetious person
3, the guest is a person with a sense of superiority
4, the guest is a free man with emotional
5.
Guests are not:
1. Guests are not the object of judgment
2. Guests are not the object of comparison, winners and losers
3. Guests are not the object of reasoning
4. p> 4, guests are not "lessons" and "transformation" of the object
Non-verbal communication is an important aspect of communication with customers, if you can strengthen the learning and cultivation of non-verbal communication habits, will greatly improve the level of communication with customers and efficiency
The non-verbal communication is an important aspect of communication with customers.
One of the most important is to speak when the expression, eyes, gestures and other body language. If you communicate with customers, can not skillfully use these non-verbal, even if the language of communication with the customer to say good, but also can not achieve the best results.
First, pay attention to the ditch communication expression
In all the non-verbal communication, the expression of the most important, the most frequent use, the strongest expression. Imagine if you communicate with your customers every day with a hard and rigid expression, will the customer feel the sincerity of the service?
On the contrary, a smile, lively expression, will increase the customer's affection for us. Therefore, when communicating with customers, we must pay attention to our own expression, not to bring their own bad mood to the service, to use a relaxed and pleasant expression, and the distance between the guests.
Second, pay attention to the eyes when communicating
As the saying goes, the eyes are the windows of the soul, a person's eyes can best reflect a person's heart. Therefore, in communication with customers, not only to learn from the eyes of customers to understand their hearts, but also to learn to use their eyes to express their feelings.
On the one hand, when communicating with customers, we should pay attention to look at each other's eyes, and use our eyes to communicate with customers, showing respect for them. In addition, the eyes should be used appropriately, not to stare at each other, but not to make people feel uncomfortable, or make people feel that you have ulterior motives.
Third, pay attention to Communication gestures
Gestures are also a very important body language, the use of gestures can play to strengthen the tone of voice, to assist in the expression of the role. If you can use gestures skillfully in communication with customers, it will help improve the efficiency and level of communication.
On the contrary, if used poorly, will bring resistance to communication. Therefore, in communication with customers must pay attention to their own gestures, not to use some rude gestures to communicate with customers. For example, you can't use your index finger to point to the other side of the speech; when communicating with customers, don't fidget and touch your hands, and don't point and gesture.
Fourth, the appropriate use of Silence
Sometimes to maintain a certain degree of silence is the customer's respect and understanding, is a good way to communicate. For example, when customers talk about their suggestions, opinions and voices, if we can learn to be silent and use the right language of silence to listen to customers, it will increase the customer's trust in us.
Of course, silence in different situations have different meanings and different roles, it is necessary to learn to grasp the situation, to do when the silence on the silence, should not be silent when the silence must not be silent, otherwise, the customer will think that the silence is to express their protest.
Fifth, and customers to maintain a proper distance
approaching customers from the front or side of the customer approach customers, not from the back of the customer, but also to maintain a proper distance, should not be too close, should not be too far away, the correct distance is about two arms, which is what we usually call the social distance. The right distance is about two arms, which is what we usually call the social distance.
Sixth, and customers do not only focus on their own words
is the process of communication with customers and ideas, this communication is two-way. We speak for ourselves ` at the same time to pay more attention to the customer's expression and reaction, to give customers the opportunity to speak and ask questions, do not introduce a brain, you must know, close to the customer is not to show your eloquence, but with the customer "talk", let the customer to speak, to understand what he really thinks, in order to make his favorite things.
Seven, talk with customers do not order
smile and show a little bit of attitude to be a little bit of kindness, speak a little bit of a whisper, a little bit of a soft tone, to take the tone of inquiry, consultation or advice and customer communication, not to use the tone of command with the customer. Never use the tone of command to talk to people. Always know that the customer is your "superior", how can you give orders to the superior?
Eight, In communication with customers Don't argue
To remember to, we are communicating with the customer, not to participate in debates, and customers argue with the solution to any problem, only to invite resentment. It will only lead to resentment.
Remember the guest's name
In the guest service, remember the guest's name and the guest's last name to address the guest appropriately, you can create a kind of cordial guest I relationship.
For the guest, it gives him a sense of pride when an employee recognizes him.
Pay attention to the choice of words
With the right words to talk to the guests, conversation, service, goodbye, you can make the guests feel that the relationship with the waiter is not just a simple relationship between the purchase and sale of goods, but a humane relationship between the service and the service.
Pay attention to the voice and tone of speech
Tone, tone, voice is the content of the speech of the "strong between the outside", often more important than the content of the speech, guests can be judged from these aspects of the content of your speech behind the welcome or boredom, respect or disrespect. The guests can judge from these aspects of the content of your speech behind the welcome or boredom, respect or rudeness.
Pay attention to listening
Listening and speaking is one of the aspects of communication with guests in our guest service, paying attention to listening can show respect for the guests, and at the same time, help us to understand more about the guests, and better service for them.
Pay attention to facial expressions and eyes
Facial expressions are the inner feelings of the waiter, even if you don't have to say it in words, your expression will still tell the guests that your attitude is good or bad. When your eyes and guests meet unexpectedly, do not avoid, do not stare at the guests, through appropriate contact with the guests to show the sincerity of your service, because the eyes are the windows of the soul.
Attention to standing posture
Standing posture can reflect the guest is harsh, bored, cold, or care, concern, welcome and other different attitudes, when you meet the guests should stand, do not turn your back on the guests.
Language communication skills with customers, when communicating with customers, to focus, attentive and courteous, in the form of attention to grasp the posture, voice, tone, tone, speed. Especially when the customer is badmouthing you or want to break the complaint, must be calm and calm communication with customers, do not argue with customers, to appease customers.
"Reach out and do not hit the smiling face of the people" you smile to the customer, the customer may not continue to be unreasonable, and your impression will be much better, so as Hani people we have to learn to communicate.
Eight tips for communicating with customers dining 3Attitude enthusiasm
As a waiter's job is to deal with restaurant guests, attitude enthusiasm is essential.
Patience of mind
A good restaurant has a variety of guests, it is not possible that each guest is 100% can make their own smooth, others come to your restaurant regular consumption as a waiter must maintain a patient mind.
Familiarize yourself with the dishes
As a restaurant waiter familiar with the dishes is a basic skill, at least the guests asked for the time to be able to answer.
Gift Items
If you have a problem with your own cause (be sure to comply with laws and regulations), you can send some gift items and apologize to resolve the problem.
Convince people with reason
If it is the guest side of the reason, first of all, you can talk about the principle of reason to resolve the way.
Invite the guest to deal with
If the guest is unreasonable and can not be dealt with, the timely report of the superior to deal with the best policy, after all, they are just to help the restaurant to work there is no need to get into trouble.