Are you ready to learn to make every guest happy? This starts with ensuring that drivers are thoroughly trained in every restaurant. They need to know all the work, so they can enter when someone is hearing the patients or if the sales are higher than expected.
The manager must be highly trained in excellent customer service. This type of service is called "wow" service because customers will say "Wow!" about your experience in your restaurant.
One way of doing this "wow" experience is simply to tell the leaders that every time they are in direct contact with the guests they smile, are friendly and attentive to the guests. If a famous person comes to the restaurant, how would he handle this person? Each guest must receive the same VIP treatment.
We recommend using the GLAD technique for dissatisfied, angry or innocent clients. This dramatically reduces customer-related issues and leads to customer recovery.
What is the GLAD technique?
With the disturbing customer approaching, there is a real concern. It is important that we listen to the guest without cutting them off. Make sure it takes time to fully understand your concerns. Stay calm. Reacting to calm anger can reduce the person's anxiety. Do not be false, be it real.
Always apologize to the guest, even if the customer is wrong. Even if you are certain the person is wrong, go for the way that the person is right. We should never offer excuses for the problem, but rather offer solutions.
Solutions may vary depending on the complaint and the circumstances. Recommend a solution and ask if it meets the needs of your customers. Go beyond and beyond. Keep in mind that one angry client leads to other lost clients. Keep in mind that for each loss, 11 customers will lose in the coming weeks. This number is confusing because the 11 people will repeat what the first customer has heard. Finally, you may lose more customers due to a dissatisfied customer. If the case is serious, you may lose the reputation of the restaurant and the restaurant may eventually stop.
Every guest who leaves the restaurant tells her family, friends and colleagues about the restaurant experiences. If the experience is mediocre, it does not say anything, but if you have a very good experience in your restaurant, you will tell others. If this was a negative experience and dissatisfied then the reputation of the restaurant will be affected. Negative feedback from customers may mean the end of your business. Do not underestimate the effect of the effect on the mouth. The words from the mouth work with you or against you depending on the experience of the guests.
Would you really lose your business for customer complaints? The advice and staff of successful customer service techniques must be at the top of what to do.
Teach your leaders to be proactive in preventing client affairs. The driver's presence in the dining room is a wonderful way to reduce customer complaints. You must spend at least 80% of the manager in the dining room and only 10% in the manager's office.
Manager must physically access each client's table to ensure WOW guest service validation. The manager must learn how to detect negative body language and how to express positive body language.
How do people show dissatisfaction with their body language?
- If you encounter a direct eyeball, you see anger in your eyes.
- To see unhealthy food, especially when everyone ate their food at the table except for the only buyer who could hardly feel the food.
- The manager asks the customer: "So what was your supper and service tonight?" The customer replies: "All right". If the customer was completely satisfied with both the service and the meal, they could say "fantastic" or "great" and not just "okay".
- When you look at a guest and get an uncomfortable "bowel" feeling, feel the sensation.
- You see the customer looked as if someone was helping them. You may see them talking to another server.
What is your body language?
- Always use direct eye contact when you talk to your guests. Never look as long as you talk to your guest. The apology gives you the impression that you are not interested in what the other person says.
- Never cross your arm when you talk to the guests, it can be interpreted as excluding them or anger.
- Never wring your eyes, as this is very disrespectful and seems to undermine your concerns.
- Keep listening to the audience, even if they are angry. You can help let the person chew his anger. You always recognize your feelings.
- Ask the customer to improve the visit to the restaurant.
What are you doing with Moody's clients?
This is the time to turn our customers' mood away from bad to good. Make sure you are at the top of things and watch the details. If you have any concerns about their experience, you can even offer a free appetite or dessert to the table. It may seem to lose money by "selling" food or "reducing" their food; however, you will lose more money from your lost customers than you would for a particular food or meal. If you change things successfully, you can once again create a business. Taking account of their kindness and their needs often overwhelms their anger.
A wise man said, "Managing positive feedback is important, but it's more important to find out how to handle negative feedback." Make sure you tell your customers that you appreciate the fact that you have time to tell them your experience. Do not make excuses, but find solutions. Do not agree with the customer, even if you know the guest is wrong.
If you do not learn from your mistakes, we'll repeat it over and over again.
Source by sbobet