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顾客催菜时,服务员怎么回答让顾客舒服一点

时间:2019-03-06 14:42:20 | 责任编辑:安迪

[摘要]餐厅一到饭点,后厨忙不过来是正常的,但是顾客却不一定买账。菜上慢了,顾客不停地催菜,服务员要是一时没回应好,顾客一不高兴,投诉,下次就不来了。

餐厅一到饭点,后厨忙不过来是正常的,但是顾客却不一定买账。

顾客催菜时,服务员怎么回答让顾客舒服一点

菜上慢了,顾客不停地催菜,服务员要是一时没回应好,顾客一不高兴,投诉,下次就不来了。

  但是菜肯定不能一催就能上,在顾客催菜时,服务员该怎么回答,才能让他?#33322;?#31561;菜焦虑,耐心?#21364;?#21602;?这有几个方法。

  1

  提名法

  ”我们的经理王小二很快就会把您要的红烧肉端上来了,请稍等!”

  “我们的厨师张小五正在烧您的菜了,请稍等!(建议去厨房绕一圈再说这句话)”

  这样让客人知道有人理他们,虽然他们可能一辈子都不知道王小二是谁,餐厅里也根本没有张小五这个人,但是客人就会觉得有一个Someone在为他提供服务。

  2

  报人数法

  “还有2道菜就到您的了,请稍等”、“再有2分钟就好了,请稍等”。

  非常简单的例子,打电话给?#36824;?#23458;服会有自动录音:“在您前面还有X个人,请稍等?#20445;?#27604;绝大多数客服的体验都好,因为我很明确地知道还要等多久。

  3

  催人法

  “我去帮您催一下哈,很快就好!”

  如果厨房不远冲厨房吼一句效果更佳,不过催完菜,一定要向客人回复。

  案例:

  马上专业地拿出对?#19981;?#21890;喂喂~X号桌客人的菜在做了吗?请帮忙催一下。?#27604;?#21518;微笑?#34385;福?#25110;者各种礼貌性先?#34385;浮?br />
  我一般都是说:”帮您到厨房去看一下“,等到上下一盘菜的时候说:“师?#36842;?#22312;在烧的都是你们这桌的菜,慢慢吃,就上来了。”

  4

  服务员对菜品出品速度也要心里有数

  “其他桌的顾客也在等着呢?#20445;?#27599;每听到这句话顾客都想掀桌,所以服务员千万不要说!

  不仅如此,服务员还要对菜品的出品速度,和?#27604;?#21416;房的情况心里有数。在顾客点单的时候,应该主动跟顾客提示当时所点菜品的大概出品速度,让顾客心里有数,让顾客来决定是否愿意?#21364;?br />
  服务员在开始上菜以后,要时刻主动关注出品的顺序和时间。服务员不能只是简单的端菜,应该及时发现慢于正常出品时间的情况,在了解完情况后,主动跟顾客通报。

  5

  出品保证上菜连续性

  出品的时候,需要厨师在每一桌单子上来的时候,心里有数出品顺序。如果是同一桌,要注意每道菜的连续性,避免出现菜品间不均,顾客?#21364;?#26102;间间隔太长。

  厨房出品的定律是:为了更好的顾客体验,宁可 道出品的时间延长,也要保证整体出品的连续性。前几道上来了,结果桌子上的都吃光了,后面的还没上来是 差的体验。

  小结

  面对顾客催菜时,不仅不仅话术很重要,沟通时的态度和姿态更重要。

  作为服务业,我们应该时刻保持谦逊,真诚的态度,不管是什么原因,出菜慢了,都要诚恳地和客人道歉,然后及时把情况告知顾客。

  一个好的态度完全可以从把?#22909;?#30340;信息转成正面的印象。

本文内容来源于:餐饮杰
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