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Prostart Communication . Handling Customer Complaints. Things to avoid when working with customers. Never ignore customers. Never rush customers. Never serve substandard food. Never allow customers to sit at dirty tables. Never allow unsanitary conditions.
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Handling Customer Complaints Things to avoid when working with customers. • Never ignore customers. • Never rush customers. • Never serve substandard food. • Never allow customers to sit at dirty tables. • Never allow unsanitary conditions. • Never behave indifferently or rudely towards customers. • Never speak poorly of other employees in front of customers
Handling customer complaints. • The rule of 10 • On average a dissatisfied customer will tell 10 other people of their bad experience at a restaurant. • Only 4% of dissatisfied customers will tell the restaurant management about their experience. • Studies have shown if the customer’s complaint is handled immediately, before they leave the restaurant. They are likely to return as repeat customers, and are much less likely to speak poorly of the restaurant to others.
Handling customer complaints. Identifying consumer complaints • All employees ask customers if they are enjoying their experience. • Ask customers specific questions. • Did you enjoy your meal? • Was your steak cooked properly? • Is there anything that we can get you? • Remember the customer is always right.
Stay calm Listen carefully Empathize Don’t be defensive Never ignore a dissatisfied guest Don’t say it’s not your job to help the customer. Never blame the customer Don’t try to prove that you’re right and the customer is wrong Never pass the buck Accept responsibility Find a solution Follow-up Handling customer complaints.Steps to resolving customer complaints.
Handling customer complaints. Some things to keep in mind. • Always refer difficult complaints to management. • Follow company guidelines for resolving conflicts. • Giving away food is not always best, increased portions and free meals take away from profit. • If the server resolves a conflict, they should inform management of the conflict and how they resolved it.
Handling customer complaints. Some things to keep in mind for management. • Investigate the cause of complaint to prevent future complaints. • If the staff member reports a complaint take action on it immediately. • If the staff member reports a complaint, that they have resolved, personally apologize to the guest for the problem. • Never criticize staff in front of guests.
Written communication. ABCs of business writing • Audience- • The audience is the person or people who will be reading the information presented. • Answer the following questions before writing • Who will be reading the letter? • Why are they reading it? • What are the readers needs? • What are they expecting from the letter? • What action do you want the reader to take?
Written communication. ABCs of business writing • Brevity • Keep your writing simple and to the point. • Keep the following ideas in mind. • Write as you would speak. • Keep it simple and to-the-point. • Avoid long sentences
Written communication. ABCs of business writing • Clarity • Tie your ideas together, in a simple and organized way. • Keep the following ideas in mind. • write down the for your writing. • write to express, not impress. • Avoid slang, jargons, and text abbreviations. • When finished, take a break from your writing. After come back and re-proofread, you be able to spot errors more easily.
Written communication. Responding to written consumer complaints. • Be honest. • Let the reader know you’re sorry for what happened. • Explain how the problem occurred. • Address what steps you have taken to ensure the problem does not happen again. • Thank the customer for bringing the problem to your attention. • Offer them an incentive to return to your business if you deem it appropriate.
Telephone skills Taking reservations • Always sound in control of the situation. • Ask the parties name and size. • Ask the time and date of arrival. • Ask if there are any special accommodations or requests they would like. • Write everything down.
Be an effective speaker. Be enthusiastic. Be an effective listener. Repeat important information. Smile. Know your business. Know the answers to frequently asked questions. Always write down messages. Never guess, that you have correct information. Always end the conversation with on a positive note. Telephone skillsGeneral skills
Communicating in crisis • Always appear calm and in control. • Listen to the customer. • Only discuss facts, record them in writing. • Never pressure the consumer. • Offer help immediately, but carefully. • Limit what you say, avoid admitting guilt. • Always follow up.
Media relations • Always accept and return reporters calls. • Refer all media to the management. • Ask reporters what the scope of their article is about. • Always make an appointment to meet with the reporter. • Anticipate questions and have answers ready. • Have key points or sound bites planned out. • Never lie or believe things are off the record.
Effective listening • Don’t finish the other person sentence. • Stay focused on what the person is saying. • It’s okay to repeat important information. • Ask questions to clarify information. • Listen between the lines. • Record key ideas and phrases.
Effective speaking • Be aware of nonverbal communications. • Speak in complete sentences. • Avoid using slang. • Be professional. • Always be pleasant, and have a positive attitude.
