D314? 2121-18-23

1. Importance of handling customer complaints

When customers complain, only 4% will speak out, and the other 96% will leave silently. This is our silent customer. And will convey dissatisfaction to 11-21 people, and the customers who can complain are all our loyal customers. If we find the problems in the store through customer complaints, we will not have the same problems and complain, thus retaining more customers.

how to find silent customers? When the store is on duty, we should pay attention to several points: the customer's expression when eating, the remaining situation of the product when the customer leaves the seat (too much of the same product indicates that there must be something wrong with the taste of this product today). When the customer is ready to leave the store, is the expression relaxed, cheerful or low? Have the customers picked out any taboo products such as coriander?

2. Types of customer complaints

Products: food safety (foreign bodies, food deterioration and product quality)

Services: service speed, service skills, service process and service attitude

Environment: clean and tidy, moderate temperature, lighting and music

Customers themselves: their own taste problems (light/heavy taste) Principle of sincere attitude (keep a positive attitude)

When dealing with customers' complaints, apologizing doesn't mean to take the responsibility indiscriminately, just experience sorry for customers first, and objectively describe the facts, that is, customers' feelings.