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如何正确处理餐饮投诉(ppt 21页)

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正确处理,餐饮,投诉
如何正确处理餐饮投诉(ppt 21页)内容简介

如何正确处理餐饮投诉内容提要:
处理投诉的基本程序和方法
1)倾听。在聆听时要保持目光接触,不是地用“Uhhuh”, “Oh”, 或点头等身体语言来表明自己在认真倾听。
2)记录。问清外宾的姓名(name)和房号(room number)等基本信息。如果可能,请做好笔记,同时向客人重复要点,确保信息的正确性。
3)沟通。迅速判断客人投诉的原因、内容以及自己可以采取的解决方案,如赠送(complementary)水果、餐券(meal voucher)等。在说话时,不要笼统地用Sir/Madam来称呼,而应使用Mr./Mrs. **, 使他们感到自己受到关注。
4)致歉。如果是餐厅方面的错误,应郑重道歉”We do apologize for…”; 即使不是,也应礼貌地说 “I’m sorry to hear that.”
5) 如果超出自己的权限,应立即请主管出面解决,”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱歉,能否稍等,我请经理来为您解决。)
6)致谢。 “Thank you for bringing the matter to our attention.” (感谢您提醒我们注意。) “I assure you that it won’t happen again.”(您尽可以放心,不会再发生这种事情了。)
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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