培訓(xùn)資料：如何正確處理餐飲投訴-免費(fèi)閱讀
【正文】 I didn’t order this fish! 我沒(méi)點(diǎn)魚(yú)！ It takes to long to wait! 等太久了！ The meat is too tough. 肉太硬了。 ? b. 問(wèn)候 。 ) – 6）致謝。 – 2）記錄。邁點(diǎn)網(wǎng) 中國(guó)最大的酒店業(yè)管理資料免費(fèi)下載網(wǎng)站 Learning objects Task preparing Task presenting Assignments Further development Task pleting Contents Students are required to 1. learn some important words and phrases: look into the matter, pliment, live up to。問(wèn)清外賓的姓名 (name)和房號(hào) (room number)等基本信息。 “ Thank you for bringing the matter to our attention.” (感謝您提醒我們注意。致意 。 The chicken was overdone. It was as tough as leather. 雞肉的火候過(guò)了，吃起來(lái)和皮革一樣硬。 Learn some useful expressions related to this topic: Making a plaint How much longer shall I wait for my…? 我還要等多久 …? I ordered Spaghetti, but got Macaroni? 我點(diǎn)的是意大利面 ,但你卻給我通心粉。敬意 [(+on)] ? It?s the nicest pliment I?ve ever 。如果是餐廳方面的錯(cuò)誤，應(yīng)鄭重道歉 ” We do apologize for…” ； 即使不是，也應(yīng)禮貌地說(shuō) “ I?m sorry to hear that.” – 5) 如果超出自己的權(quán)限，應(yīng)立即請(qǐng)主管出面解決， ” Sorry, can you wait a moment, please, and I?ll get the manager.”(抱歉，能否稍等，我請(qǐng)經(jīng)理來(lái)為您解決。在聆聽(tīng)時(shí)要保持目光接觸，不是地用 “ Uhhuh”, “Oh”, 或點(diǎn)頭等身體語(yǔ)言來(lái)表明自己在認(rèn)真傾聽(tīng)。 2. learn how to deal with diner’s plaints. – 餐廳客人投訴的原因 – 1）服務(wù)出現(xiàn)錯(cuò)誤（不及時(shí)、過(guò)快、結(jié)賬錯(cuò)誤、上錯(cuò)菜等）。如果可能，請(qǐng)做好筆記，同時(shí)向客人重復(fù)要點(diǎn)，確保信息的正確性。 ) “I assure you that it won?t happen again.”(您盡可以放心，不會(huì)再發(fā)生這種事情了。道賀 [P] My pliments to your father!向你父親代為致意 ! ? vt. ? a. 贊美 。 The plate is cracked. 盤(pán)子是破的。不辜負(fù) ? You must live up to your promise. ? 你必須實(shí)踐自己的諾言。恭維 。 – 4）致歉。 Task presenting
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