培訓(xùn)資料：如何正確處理餐飲投訴(存儲(chǔ)版)
【正文】 – 處理投訴的基本程序和方法 – 1）傾聽。 – 2）對(duì)服務(wù)態(tài)度不滿（不主動(dòng)、過于冷淡、傲慢、質(zhì)疑顧客不軌、語言粗俗無禮等）。 – 3）溝通。 ) – 1) Awful a. 沒烤熟 – 2) Raw b. 酸的 – 3) Burnt c. 不新鮮 – 4) Undone d. 微溫的 – 5) Overdone e. 糊的 – 6) Lukewarm f. 苦的 – 7) Sour g. 太老了 – 8) Stale h. 生的 – 9) starch i. 焦了 – 10) bitter j. 很糟糕 Task preparing Discussion 1) In what kind of situations do guests make plaints about food and beverage? 2) How are you going to respond to the plaints in the first place? 3) Think of some solutions to diners’ reasonable plaints. Listen and answer Listen to the dialogue and answer the following questions: (1) What did the guest plain? (2) How did the waiter handle it? (3) Was the guest satisfied? How do you know that? Direction: Listen to the dialogue and supply the missing information. W=Waiter D=Diner W: Is everything _____(1)______? D: No, the steak was remended, but it is not very fresh. W: Oh! ___ (2) ___! This is quite ____(3)____ as we have fresh steak from the market every day! I’ll ____(4)____. D: So what? It is not fresh and I’m not happy about it! ? W: I?m sorry, sir. Do you wish to ___(5)____? That would be ___(6)___, of course. ___(7)___ a delicious dessert, ___(8)___? ? D: No, I don?t wan to try something else, and find it?s not fresh again! This is very annoying. ? W: I see, sir.
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