During the operation of catering enterprises, customers often complain. The appearance of customer complaints shows that the enterprise still has something to do in the service, which makes customers feel dissatisfied. Once a complaint occurs, catering enterprises need to be able to handle it quickly and properly. If handled properly, it will not only leave a good corporate image in the hearts of customers, but also gain the trust of customers.

1. No matter who is at fault, such a scene in the restaurant can only show that the service is not thoughtful enough, so we should apologize first to calm the guests' mood.

2. Understand what happened, master the psychology of the guests, find a suitable solution, and explain the solution to the guests for their understanding.

3. The core of the solution is to satisfy the guests, become friends with the guests, and turn bad things into good things. There is no scale to measure.

4. After the guests have calmed down, depending on the situation, if it is necessary for employees to apologize, they can try to apologize. After all, guests come to dinner for fun, and no one is looking for gambling.

5. To do a good job in the education and psychological communication of employees' clients, we should not only make employees realize the mistakes, but also make employees feel respected and understood. If the employee's problem is very serious or can't be understood, the problem of retention should be considered.

6. Take this as a case, do a good job in case training for all employees in the store to prevent similar things from happening again.

if there is a conflict between the customer and the waiter, other waiters should do it

1. Generally, other waiters should stick to their posts and not watch the excitement affect their work.

2. Don't get together to discuss who is right and who is wrong.

3. Don't go forward to help the waiter argue with the guests.

4, the waiter should persuade, can't scold the guests, to take the initiative to change jobs.

5. Take the initiative to report to the superior leaders in time.