如何正確處理餐飲投訴(ppt 21頁)

如何正確處理餐飲投訴內容提要：
處理投訴的基本程序和方法
1）傾聽。在聆聽時要保持目光接觸，不是地用“Uhhuh”, “Oh”, 或點頭等身體語言來表明自己在認真傾聽。
2）記錄。問清外賓的姓名(name)和房號(room number)等基本信息。如果可能，請做好筆記，同時向客人重複要點，確保信息的正確性。
3）溝通。迅速判斷客人投訴的原因、內容以及自己可以采取的解決方案，如贈送（complementary）水果、餐券(meal voucher)等。在說話時，不要籠統地用Sir/Madam來稱呼，而應使用Mr./Mrs. **, 使他們感到自己受到關注。
4）致歉。如果是餐廳方麵的錯誤，應鄭重道歉”We do apologize for…”； 即使不是，也應禮貌地說 “I’m sorry to hear that.”
5) 如果超出自己的權限，應立即請主管出麵解決，”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱歉，能否稍等，我請經理來為您解決。)
6）致謝。 “Thank you for bringing the matter to our attention.” (感謝您提醒我們注意。) “I assure you that it won’t happen again.”(您盡可以放心，不會再發生這種事情了。)
1) In what kind of situations do guests make complaints about food and beverage?
2) How are you going to respond to the complaints in the first place?
3) Think of some solutions to diners’ reasonable complaints.
1) What’s the problem, sir? Can I be of assistance?
2) This is quite unusual. I’ll look into the matter.
3) I’ll attend to/take care of this right away…
4) I’m terribly sorry. I can give you something else if you’d like. That’ll be on the house, of course.
5) Thank you for telling us. I’ll speak to our manager about it. Please accept our apology.
6) Please feel free to contact us if you have any requests.

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