Show understanding and apologize
Posted: Tue Jan 07, 2025 5:46 am
Stay calm and listen carefully
First of all, it is important that you or your service team remain calm and that the guest can present their complaint to the end. Listen carefully and try to understand the problem from the guest's point of view. Also take the guest's situation into account: How do they appear? Are they there alone, with the whole family or as a couple? All of these are factors that can later influence a good solution proposal.
Show understanding japan phone data with both your words and your body language, because this has an influence on the guest - just like with emotional selling . Look at them and turn to them. Try to convey that you have the time to listen to the complaint, even if this is not actually the case. It is important that the guest feels taken seriously and valued .
Note: While it is always a good idea to apologize, this does not apply in the case of personal insults or discrimination by guests. In this case, it may also be useful to get support from a colleague.
Once the complaint has been made, you should first apologize, even if you don't understand the problem or find it ridiculous. An apology goes a long way because it shows that you take the problem seriously and calms the guest's anger somewhat.
suggest possible solutions
After the apology comes the solution to the guest's complaint. In the restaurant business, it is important to present a constructive solution to the guest's problem as quickly as possible. Take into account your observations of the guest's environment in order to find an appropriate solution that is in their best interests. Ideally, every person in the service team is authorized to offer solutions, as this can avoid long waiting times that annoy the guest again. It is best to discuss as a team what options there are for dealing with complaints in the restaurant. In the restaurant business, for example, it is a good idea to offer guests a free dessert, a starter or a drink on the house. Such an apology immediately lifts the mood of most guests.
First of all, it is important that you or your service team remain calm and that the guest can present their complaint to the end. Listen carefully and try to understand the problem from the guest's point of view. Also take the guest's situation into account: How do they appear? Are they there alone, with the whole family or as a couple? All of these are factors that can later influence a good solution proposal.
Show understanding japan phone data with both your words and your body language, because this has an influence on the guest - just like with emotional selling . Look at them and turn to them. Try to convey that you have the time to listen to the complaint, even if this is not actually the case. It is important that the guest feels taken seriously and valued .
Note: While it is always a good idea to apologize, this does not apply in the case of personal insults or discrimination by guests. In this case, it may also be useful to get support from a colleague.
Once the complaint has been made, you should first apologize, even if you don't understand the problem or find it ridiculous. An apology goes a long way because it shows that you take the problem seriously and calms the guest's anger somewhat.
suggest possible solutions
After the apology comes the solution to the guest's complaint. In the restaurant business, it is important to present a constructive solution to the guest's problem as quickly as possible. Take into account your observations of the guest's environment in order to find an appropriate solution that is in their best interests. Ideally, every person in the service team is authorized to offer solutions, as this can avoid long waiting times that annoy the guest again. It is best to discuss as a team what options there are for dealing with complaints in the restaurant. In the restaurant business, for example, it is a good idea to offer guests a free dessert, a starter or a drink on the house. Such an apology immediately lifts the mood of most guests.