如何正确处理餐饮投诉.pptx

Dealing with Diners Complaints;Learning objects;Students are required to 1. learn some important words and phrases: look into the matter, compliment, live up to; 2. learn how to deal with diner’s complaints.;餐厅客人投诉的原因 1）服务出现错误（不及时、过快、结账错误、上错菜等）。 2）对服务态度不满（不主动、过于冷淡、傲慢、质疑顾客不轨、语言粗俗无礼等）。 3）对食品和（或）酒水质量不满。 4）对餐厅设备设施不满。;处理投诉的基本程序和方法 1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”, “Oh”, 或点头等身体语言来表明??己在认真倾听。 2）记录。问清外宾的姓名(name)和房号(room number)等基本信息。如果可能，请做好笔记，同时向客人重复要点，确保信息的正确性。 3）沟通。迅速判断客人投诉的原因、内容以及自己可以采取的解决方案，如赠送（complementary）水果、餐券(meal voucher)等。在说话时，不要笼统地用Sir/Madam来称呼，而应使用Mr./Mrs. **, 使他们感到自己受到关注。;4）致歉。如果是餐厅方面的错误，应郑重道歉”We do apologize for…”； 即使不是，也应礼貌地说 “I’m sorry to hear that.” 5) 如果超出自己的权限，应立即请主管出面解决，”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱歉，能否稍等，我请经理来为您解决。) 6）致谢。 “Thank you for bringing the matter to our attention.” (感谢您提醒我们注意。) “I assure you that it won’t happen again.”(您尽可以放心，不会再发生这种事情了。) ;1) Awful a. 没烤熟 2) Raw b. 酸的 3) Burnt c. 不新鲜 4) Undone d. 微温的 5) Overdone e. 糊的 6) Lukewarm f. 苦的 7) Sour g. 太老了 8) Stale h. 生的 9) starch i. 焦了 10) bitter j. 很糟糕;;;Direction: Listen to the dialogue and supply the missing information. W=Waiter D=Diner W: Is everything _____(1)______? D: No, the steak was recommended, but it is not very fresh. W: Oh! ___ (2) ___! This is quite ____(3)____ as we have fresh steak from the market every day! I’ll ____(4)____. D: So what? It is not fresh and I’m not happy about it! ;W: I’m sorry, sir. Do you wish to ___(5)____? That would be ___(6)___, of course. ___(7)___ a delicious dessert, ___(8)___? D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying. W: I see, sir. Just give us _________(9)________, you will find this restaurant really ____________(10)__________. I’m sure everything will be all right next time you come. D: All right. Maybe I’ll come agai