The summary and reflection on the training of the waiter's speaking skills in the small eateryThe following is the summary and reflection of the waiter's speaking skills training in the small restaurant:
** I. Summing Up **
1. ** Welcome and Asking Skills **
- When customers entered the store, they could use a personal greeting to get closer to them. For example," Do we have a reservation today?" "Do you have a reservation?" More intimate. It was better to use a combination of closed and open questions to ask customers 'needs. For example," We have XX's specialty today. Would you like to try it?" This closed-ended question and " What would you like to eat?" This kind of open-ended question had to be used well in order to accurately grasp the customer's needs.
2. ** Ordering Skills **
- At the beginning of the order, using alternative sentences would make it easier for the customer to answer. For example," Hello, would you like to eat something special or something simple today?" It was better than simply asking," Hello, what would you like to eat?" The effect was good. After ordering the dishes, he had to have a suitable response according to the different orders of the customers. If the customer ordered a small amount of food, he could tell the customer that the dishes were exquisite and let the customer try them first instead of directly pointing out that the amount of food was small.
3. ** Communication skills during service **
- When answering the phone, if you can't hear the customer's words clearly, push the responsibility to yourself and say," Hello, the signal here is not very good. Please speak louder." When customers couldn't decide what to drink, they should pay attention to the words used when recommending the wine. They should emphasize the cost-performance ratio and avoid saying "cheap". When a customer complained and wanted to see the manager or boss, apologize to the customer first and then call the management. When the customer's credit card balance is insufficient, find a way out for the customer. For example, say,"Hello, did you spend a lot of money recently?" It shows that your card balance is insufficient today." When he handed the takeaway to the customer, he said," Hello, this is the takeaway we prepared for you." It would make the customers feel better.
4. ** Common Skills in Communication **
- When communicating with customers, they must actively respond to customer orders. Every dish ordered must be responded to. After ordering, they must repeat the menu face to face. Regardless of whether the customer's point of view was correct or wrong, they had to first agree with it before explaining it. At the same time, when communicating, pay attention to the comfort of the words, moderate speed, gentle tone, try to use honorifics.
** 2. Reflection **
1. ** The flexibility of practical application **
- Although there were many examples of speaking skills in the training, in actual service scenarios, waiters might encounter a variety of customers and unexpected situations. They needed to use these skills flexibly according to the specific situation. For example, a more concise and efficient way of communication might be needed when facing very anxious customers, but for leisurely customers, some interaction and personal communication could be added.
2. ** Continuous improvement **
- Speaking skills were not immutable. They needed to be constantly learned and improved. With the development of social culture and changes in customer needs, new communication requirements may appear. Waitresses needed to pay attention to these changes and constantly improve their way of speaking. At the same time, he had to constantly summarize his experience and lessons in the service process and improve on the problems that appeared in his communication.
3. ** Teamwork and overall atmosphere creation **
- The speaking skills of a single waiter were very important, but the cooperation and atmosphere of the entire service team would also affect the customer's experience. In the training, not only should they pay attention to the individual waiter's speaking skills, but they should also pay attention to the cooperation between the teams. For example, whether the information transmission between the front and back tables was accurate and timely, and whether the waiters could fill each other's seats. If the team atmosphere was good, the waiters would be more confident and enthusiastic when communicating with customers, thus improving the overall service quality.
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