First, the manager on duty is the first person to accept the complaint. After receiving complaints from guests, handle them in time within their own authority, and report them to the office quickly beyond their authority.
Second, after receiving complaints from guests, be sincere, patient and calm.
Third, show sympathy from the guest's point of view and try to shorten the emotional distance with the guest.
Fourth, understand the reasons and requirements of the guests' complaints, and tell the guests that they need to make an investigation and the approximate waiting time. Investigate carefully, don't prevaricate or prevaricate the guests.
Five, all complaints, try to avoid dealing with more customers.
Six, contact with the guests alone, friendly attitude, no quarrel, argument.
Seven, if it is a complaint caused by a guest's misunderstanding or ignorance of the company's relevant regulations, make diplomatic explanations, eliminate misunderstandings and communicate with customers.
Eight, the fact investigation is clear, put forward the solution, patiently tell the guests, and ask the guests for their opinions on the solution.
Nine, according to whether the company should bear the responsibility and the size of the responsibility, give appropriate discounts or gifts of food and drinks to the guests.
Ten, do a good job in the aftermath of the complaint, the company's complaint record every time, to the office for the record.
Eleven, the complaint content classification, regular analysis, in view of the tendentious problems, timely put forward improvement measures, improve service quality.
I hope the above answers are helpful to you!