培訓(xùn)資料：如何正確處理餐飲投訴-資料下載頁(yè)
2025-07-26 12:14本頁(yè)面
【導(dǎo)讀】–1）服務(wù)出現(xiàn)錯(cuò)誤。–3）對(duì)食品和（或）酒水質(zhì)量不滿。–4）對(duì)餐廳設(shè)備設(shè)施不滿。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)。問(wèn)清外賓的姓名和房號(hào)等基本信息。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。迅速判斷客人投訴的原因、內(nèi)容以及自己可以采取的解決方。案，如贈(zèng)送水果、餐券等。如果是餐廳方面的錯(cuò)誤，應(yīng)鄭重道歉”Wedoapologizefor…llgetthemanager.”(抱歉，能否稍等，我請(qǐng)經(jīng)理來(lái)為。會(huì)再發(fā)生這種事情了。lookinto...里查資料;深入地檢查,研究;調(diào)查
【正文】 hard. It’s the hardest meat he has ever had. He can not eat it. He wants to know if you have any spaghetti. If so, he wants to have some. You listen to the diner’s plaints, apologize to him and tell him welldone meat tends to be harder, and tell him he can order spaghetti or something else. Further development 1. Watch the flash and roleplay the dialogue with your partner. 2. Make a conversation with the people designed in the picture. Key words and phrases: napkin, nonsmoking, right away. A: Waiter! B: Yes, madam. Can I help you? A: Yes, this napkin’s been used. Can you bring me a new one, please? B: I’ll bring it right away, madam. A: Thank you. By the way, this is the nonsmoking part of the restaurant, isn’t it? B: Yes, madam. A: Well, could you ask those people over there to stop smoking, please? It’s horrible. B: Of course, madam. I’ll do it right away…… B: Here’s your lobster(龍蝦 ), madam. A: I didn’t order lobster. I ordered king prawns（王蝦） . B: Oh, I’m very sorry, madam. I’ll replace it for you. A: Mm. B: Oh, and here’s your fresh orange juice, madam. A: But I told you didn’t want ice in it and you’ve put ice in it. B: I’m terrible sorry, madam. I’ll get a new one without ice. Assignments 1. Discuss after the class: What might the guest plain about in a restaurant? How will you deal with it? Then make your presentation in the next period. 2. Finish the exercises on line
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