At this time, there are not many people eating in the hall, and the supper menu has already been sold. The menu choice in this shop at night can be described as rich, from ordering the menu for dinner to arranging the side dishes, soup and snacks in a row, and then ordering mala Tang on the other side.
Mr. Long and I ordered a good dish and chatted while waiting. A minute later, a waiter brought something to our table.
I took a look and asked Mr. Long, "Did you order mala Tang?" I'm a little surprised because Mr. Long doesn't eat spicy food.
Sure enough, he shook his head: "I didn't order."
The waiter gave us a puzzled look, then looked at the list in his hand and said to himself, "1 15, that's right ..."
He looked up again and asked, "Didn't you order mala Tang?"
"No." We shook our heads in unison. I looked at the number of the watch, and it was 1 15.
The waiter picked up the bowl in doubt and went back to check. I was a little uneasy, so I quickly called another waiter to check the list of our table. Fortunately, the bowl of mala Tang is not on our head.
Later, I quietly observed it. At first, the waiter finally found the owner of Mala Tang and sent it to him.
As a result, in a short time, another waiter brought Qi another bowl of mala Tang and put it on our table.
I rolled my eyes and said humorously, "why did you send it here again?" You all sent it wrong just now! "
Qi Liuhai paused and glanced at the list in his hand. Maybe my attitude stimulated her, and she was a little unhappy. She said to me, "What about the 1 15 table written on it? That's right! "
I shook my head: "We didn't order mala Tang, please check it."
Qi Liuhai's face turned a little red. He started with the food machine, probably looking for a menu from a waiter. After pressing it a few times, he took the bowl with a straight face and turned away. As he walked, he shouted, "Xiao Fang, 1 15 said he didn't order mala Tang. What's wrong with you? "
The little girl came forward and whispered a few words, explaining why the table number was wrong. I heard Qi Liuhai's reproachful tone: "You made a mistake, why don't you change it?"
It should have ended here. Interestingly, after Qi Liuhai scolded Xiao Fang once, it seems that he is still not satisfied.
She happened to pass by me when she was delivering food to the shopkeeper. At this time, she did nothing. She brought the food first. On the contrary, when I returned to pass my desk again, I raised the volume and shouted in the direction of Xiaofang:
"You got the wrong table number and don't know how to change it!"
I suddenly felt a little funny. Qi Liuhai obviously cares about what I said before, thinking that she was "wronged" and that she was not the one who placed the wrong order, so she showed us this table with the gesture of "it was someone else who was wrong, but I was only implicated".
Interesting. I can't help thinking.
In fact, at work, we can always meet such people, who can't stand a little injustice or forgive others.
They are often in the workplace, and I only represent myself, not the enterprise or the team. So when questioned and criticized, my first thought is "Is this my fault?"
Once the problem lies with other colleagues, it will be emphasized at the first time: this is not my fault, the problem lies with others.
For such people, there are few "we", only "I".
However, for customers, every employee of the enterprise represents the enterprise. When they question and criticize, they usually aim at the enterprise, not an employee in the enterprise. After all, it is the whole enterprise that has reached a contractual relationship with customers. And even if employees make mistakes, it is also caused by inadequate training and management of enterprises.
In the service industry, if a customer feels dissatisfied and has doubts, what he needs is not to find out who made the mistake at all, but how you can help me solve the problem and provide me with good service.
In this case, emphasizing that the mistake was caused by others is equivalent to sending a signal to the customer that he, as a member of the company, is unwilling to take on the company's problems, thus making the customer doubt the responsibility and ability of the person himself.
Therefore, when faced with customers' doubts, dissatisfaction or complaints, smart employees, regardless of whether they are wrong or not, will take the most sincere attitude to express their modesty to customers, indicating that "we will definitely give you a satisfactory answer", first appease customers' emotions, and often the communication will be smooth later.
As a member of the company, being responsible for customers is the embodiment of professionalism.
Employees like Qi have no sense of being a member of the enterprise. As long as it is not their own problem, they have the illusion of being "wronged" and are eager to justify themselves or find someone to talk to. On the contrary, it is easy for customers to turn their emotions about things into dissatisfaction with the person himself.
In fact, whether in the workplace or in life, it is possible to be "wronged." How to face grievances reflects a person's qualifications.
Even if you are capable and talented, it is difficult to go far. Because I can't stand a little injustice, I often spend my energy on proving my innocence, not on growth and progress, which restricts my development.
There is a saying that the greater the ability, the greater the responsibility. And I prefer to believe that when a person is willing to take on much responsibility, he will have the opportunity to develop the corresponding ability and step by step to a new level.
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