Handling scheme for malicious complaints from catering guests?

Solutions to malicious complaints from catering guests. Receiving guests who come to complain is undoubtedly a challenge to the hotel management and staff. In order to satisfy the guests and not be too nervous, we must master some procedures, methods and art of handling guest complaints. 1, be prepared. In order to handle the complaints of guests correctly and easily, we must first be psychologically prepared and establish the belief that "the guests are always right and the customers are God". Generally, guests always complain unless they have to, so put themselves in the guest's position and think from another angle. How would you feel if you were a guest and met his current problem in the hotel? Moreover, in the service industry, we all follow a principle: even if a guest is wrong, he should be regarded as right. Don't fight, trying to compete with the guests can only help and destroy the harmonious relationship between the two sides. Secondly, the staff responsible for handling complaints should understand the three kinds of mentality of complaining guests: venting, demanding compensation and hoping to be respected. Employees should judge what kind of guests belong to and for what purpose according to the specific situation, and then treat them differently. If the guest's purpose is to vent or gain respect. Listen patiently, give the guest a chance to vent, don't quarrel with the guest, try to comfort the guest and calm his anger: some guests are seeking compensation, although he may repeatedly emphasize that "it's not the money." For such a guest, if there is no such authorization, you must ask the superior to receive it. 2, listen carefully to the guest's narrative. During the narration, guests should listen attentively and ask questions in time so as to find out what happened in a short time, improve work efficiency and save time. (1) Let the guest finish, don't interrupt and talk nonsense, just ask the guest's argument. (2) Pay attention to intonation, tone and volume when speaking to guests. (3) The expression should be serious, and you can't laugh casually, so that the guests mistakenly think that they are gloating over their own experiences. 3. Record the main points. During the guest's narration, the relevant points and contents of the guest's complaint, the guest's name, station number, etc. It should be carefully recorded as the data and original basis for solving the problem in the next step. At the same time, I also showed my solemn attitude on behalf of the hotel to the guests, putting the joys and sorrows of the guests in an important position and putting the interests of the customers first. In addition, in order to cooperate with the clerk's records, the guests will unconsciously slow down, thus playing a buffering role. 4. Show sympathy and understanding to the guests. In the process of the guest's narration, you should put yourself in the guest's shoes, and you can only express sympathy for the guest's experience as a friend. Before we fully understand the cause and effect of the matter, we can't take responsibility casually to stop the anger of the guests and temporarily calm down the incident. Because this involves not only the reputation and interests of the hotel, but also the merits of the matter. Tell the guests the measures to be taken and ask for their opinions. According to the nature of what happened, quickly determine the solution and propose the solution to the guests. Ask the guests' opinions and learn as much as possible about their psychological activities. So that the measures taken can achieve satisfactory results, which will not cause undue losses to the enterprise, but also satisfy the guests. If the opinions put forward by the guests cannot be solved within the scope of their functions and powers, explain them to the guests and ask the superior leaders to handle them. 6. Truthfully explain the time needed to solve the problem. The responsible staff should properly estimate the difficulty of solving the problem, determine the time needed, and it is best to set a specific time, and then clearly tell the guests the determined time. 7. Except for a few people, the complaints of guests are ultimately aimed at solving problems. Therefore, guests' complaints should be handled immediately. If necessary, please ask the relevant personnel for help. 8. Pay attention to the results. Employees who receive complaints from guests often can't solve the problem directly: however, the results should be tracked and paid attention to to to determine whether the guest's problems are finally solved. 9. Ask the guest's opinion on the complaint handling result. Contact again after the problem complained by the guest is solved. This kind of synchronous service and care will make people feel that the hotel is very concerned and attaches great importance to its complaints. So as to leave a good impression on the hotel. In addition, I would like to apologize to the guests again and thank them for reflecting the behavior of the hotel.