What problems do hotel restaurants need to solve when they encounter complaints?

Customer complaints can usually be classified into four categories:

I. Complaints about equipment

Guests' complaints about enterprise equipment mainly include: air conditioning, lighting, water and electricity, furniture, etc.

Even if an enterprise establishes a system of inspection, repair and maintenance of all kinds of equipment, it can only reduce the occurrence of such problems, but it cannot guarantee to eliminate all potential problems of equipment. When the waiter accepts the guest's complaint about the equipment, the best way is to go to the scene immediately and then take measures according to the situation. After that, call the guest again to confirm that the guest's requirements have been met.

Second, the service attitude complaints

Guests' complaints about the waiter's service attitude mainly include rude language, irresponsible reply or behavior, indifferent attitude, indifferent reception method and excessive enthusiasm.

A service expert once divided customers' complaints about service attitude into eleven manifestations, namely:

Hospitality is not active and enthusiastic; Do not pay attention to language cultivation, collision guests; A sarcastic guest; Breaking into a guest's room without the guest's consent; Do not respect the customs and habits of guests; Sending items to guests is not "handing", but "throwing" or "throwing" to guests; There is no reason to suspect that the guest has taken the business items, or mistakenly thought that he left without checking out; Not active at work; Forget or make a mistake about what the guest asked me to do; Damage or loss of guest's belongings; The bed in the room is not clean, the sheets have not been changed, there is water on the bathroom floor, yellow marks on the toilet, traces of soap and dirt on the shower curtain, and hair or dirt on the bathtub.

Three. Service quality complaint

Guests' complaints about the quality of service generally include: the waiter does not provide services according to the principle, the phone is not answered, the goods are not picked up in time or even sent wrong, and so on. Such complaints are particularly prone to occur when the business reception tasks of enterprises are busy.

The best way to reduce customers' complaints about service attitude and service quality is to strengthen the training of service personnel.

Fourth, complaints about abnormal events.

Complaints caused by sudden power and water cuts, theft, sudden weather changes, etc. Ask the waiter to help solve the problem as much as possible and do a good job of explanation, coordination and aftermath.

Principles for handling customer complaints:

First, the language of complaints should be polite.

When a guest asks or complains to the waiter, never say: no, I don't understand, I won't, I'm wrong, I won't, I don't know, I'm not responsible. And it is necessary to implement the "one-time method", that is, the problem of the guests is solved at your place once, and it must not be shirked on the grounds that it is not your own department. In case of something that you can't solve, please politely ask the guest to wait a moment and ask the superior or the manager on duty immediately so as to give the guest a satisfactory answer.

Second, admit the fact that the guests complained and listen carefully.

In order to understand the questions raised by the guests well, we must listen carefully to the guest's narrative, so that the guests can feel that the enterprise managers attach great importance to his questions. Listeners should stare at the guests and nod their heads from time to time to let them know that we are listening to his opinions carefully, and the representatives of the guests should say from time to time: I understand, I understand, we will definitely deal with this matter seriously!

In order to calm the guests down gradually, the person in charge of the enterprise department or the manager on duty can repeat the complaints or complaints of the guests in his own language. If he encounters serious complaints from the guests, he should also make some records of listening to the guests' opinions to show his respect for the guests and pay attention to reflecting the problems.

Third, keep calm.

When complaining, guests are always reasonable. Don't contradict the guest's opinion, don't argue with the guest. In order not to affect other guests, guests can be invited to the office, and it is best to listen to their complaints alone. Private conversations tend to calm guests down.

Fourth, express sympathy and apologies.

First of all, let the guests know that you care about each other's leisure environment and whether you are satisfied with the service you receive. If the guest is serious when talking about the problem, as the leader representing the enterprise and the party handling complaints, you should express sympathy to the guest from time to time. For example, we are sorry to hear that, and we understand your feelings now! Thank you for telling us about it! We are very sorry for such incidents! I totally understand how you feel! Wait a minute.

If the guest's complaint is true, the enterprise should be responsible for it and give some compensation. At this time, we should apologize to the guests and say: We are very sorry, sir (madam), and we will be responsible for it. Thank you for your valuable comments on our enterprise!

5. Agree to the guest's request and decide to take measures to give enough care.

When the guest's complaints and complaints are true, you should show sympathy and understanding. At the same time, when you decide to take action to correct your mistakes, you must let the guests know and agree with the handling decisions and specific measures you have taken.

If the guests don't know or agree with your decision, don't act blindly. First of all, you should be very polite to inform the guests of the measures you will take and try your best to get the guests to agree to your action plan; In this way, you have the opportunity to turn the complaints of the guests into satisfaction and make them feel grateful. For example:

Sir (madam), I'll do it. Do you think it's appropriate?

Sir (madam), I will arrange your request like this. Do you like it?

Sixth, thank the guests for their criticism and suggestions.

Leaders at all levels of any wise service enterprise, even waiters, should always thank those guests who give critical guidance on service level or service facilities, because these critical guidance or complaints, even complaints, will help us improve management level and service quality.

If the guest encounters unsatisfactory service, he will not tell us or make any complaints; However, as a guest who has been to our company, he will tell his friends and people around him, which will greatly affect the future tourism market and the reputation of the company. To this end, we should not only welcome, but also thank all the guests who criticize, complain and even complain to us.

Seven, do not transfer the target

Don't casually extend the questions raised by the guests, don't blame others, don't pass the buck and never blame the guests.

Eight, record points

Recording the main points of the guest's complaints can not only slow down the guest's speaking speed and ease the guest's mood, but also make the guest believe that the enterprise attaches importance to the problems he reflects. In addition, the recorded data can be used as a basis for solving problems.

Nine, quick action, compensation for the loss of guest complaints.

When the guests fully agree with the improvement measures you have taken, you should act immediately without delay. Procrastination will only further arouse the dissatisfaction of the guests. At this time, time and efficiency are the greatest respect for the guests, and also the greatest demand of the guests at this time, otherwise it is indifference to the guests.

Ten, the implementation, supervision and inspection of specific measures to compensate the guest complaints.

First of all, we must ensure the progress of improvement measures; Secondly, to make the service level and service facilities in the best condition; Third, ask the guest's satisfaction by phone.