处理客诉（Handling customer complaints）.doc

处理客诉（Handling customer complaints） 1, in the opening meal, found the incidence of guests, how to do? Answer: (1) are not allowed to move the guest (2) promptly notify the supervisor (3) by relatives agree, immediately call the 120 emergency telephone (4) to avoid disturbing other guests dining restaurant (5) master the nearby hospital ambulance number, location and time of arrival (6) in the familys request, help guests to solve the problem. 2, the disabled customers to restaurants, what should I do? Answer: (1) the seats can be arranged in an inconspicuous place or arranged in the restaurant near the gate (2) do not vote with curious eyes (3) to provide convenience for the guests to take the initiative to ask (4), to meet the requirements of the guests 3, one table guests among a gentleman drink too much, this gentleman still wants to add wine, how to do? Answer: (1) to determine the accurate (2) if the guest is drinking too much, can advise him drink some soft drinks (3) on the initiative for a small towel or continued tea service (4), please help the judge did not grasp the handle (5) to have drunk guests, the service should be more note carefully, especially the language (6) with the consent of the guests table and get drinks, do not take the initiative to open the back, to open their own best table guests and by their wine. 4, the waiter in the service to the soup to guests who, how to do? Answer (1) waiter first do not panic, first put your hands on the table at the service (2) to apologize to guests (3) find clean wet towels, for guests Sassafras (4), the situation is greater, report higher 5, guests in the meal found that there are foreign dishes in the dishes, how to do? Answer: (1) first to the guests expressed sincere apologies for the guests (2) immediately replace (3) report to the higher, the restaurant manager can apologize for the guests (4) as the guests put forward more requirements, we need to be flexible, pay attention to the art of language, try