針對餐飲服(fu)務(wu)(wu)(wu)就(jiu)(jiu)(jiu)幾個(ge)(ge)板(ban)(ban)(ban)塊。第(di)一個(ge)(ge)服(fu)務(wu)(wu)(wu)就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)基礎服(fu)務(wu)(wu)(wu)。大(da)(da)部(bu)分(fen)餐飲店(dian)都(dou)是(shi)(shi)(shi)(shi)(shi)沒有(you)基礎服(fu)務(wu)(wu)(wu)的(de)，比如(ru)說老是(shi)(shi)(shi)(shi)(shi)顧客(ke)(ke)喊服(fu)務(wu)(wu)(wu)員(yuan)叫被動服(fu)務(wu)(wu)(wu)。中小企(qi)業的(de)老板(ban)(ban)(ban)、店(dian)長或者經理，對這(zhe)種(zhong)(zhong)服(fu)務(wu)(wu)(wu)是(shi)(shi)(shi)(shi)(shi)沒有(you)意(yi)識，常態的(de)是(shi)(shi)(shi)(shi)(shi)培訓就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)服(fu)務(wu)(wu)(wu)，就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)流程(cheng)。是(shi)(shi)(shi)(shi)(shi)不(bu)(bu)是(shi)(shi)(shi)(shi)(shi)經常導致這(zhe)種(zhong)(zhong)服(fu)務(wu)(wu)(wu)缺陷(xian)，完了遭(zao)到客(ke)(ke)人投訴。其(qi)實這(zhe)些服(fu)務(wu)(wu)(wu)就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)我們沒有(you)用心去做，無(wu)論是(shi)(shi)(shi)(shi)(shi)你(ni)作為店(dian)長來(lai)講，或者作為經理來(lai)講，還是(shi)(shi)(shi)(shi)(shi)老板(ban)(ban)(ban)來(lai)講，如(ru)果(guo)你(ni)真是(shi)(shi)(shi)(shi)(shi)發自內(nei)心想(xiang)做服(fu)務(wu)(wu)(wu)的(de)話，你(ni)就(jiu)(jiu)(jiu)完全可(ke)以把(ba)服(fu)務(wu)(wu)(wu)分(fen)成(cheng)(cheng)兩個(ge)(ge)板(ban)(ban)(ban)塊。第(di)一板(ban)(ban)(ban)塊就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)態度，就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)微(wei)笑(xiao)(xiao)，是(shi)(shi)(shi)(shi)(shi)不(bu)(bu)是(shi)(shi)(shi)(shi)(shi)微(wei)笑(xiao)(xiao)還有(you)培訓嗎？有(you)個(ge)(ge)好的(de)微(wei)笑(xiao)(xiao)，這(zhe)就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)第(di)一個(ge)(ge)板(ban)(ban)(ban)塊。第(di)二板(ban)(ban)(ban)塊就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)流程(cheng)，你(ni)把(ba)服(fu)務(wu)(wu)(wu)員(yuan)與顧客(ke)(ke)之(zhi)間接觸，或者顧客(ke)(ke)要(yao)(yao)喊服(fu)務(wu)(wu)(wu)員(yuan)的(de)流程(cheng)給他分(fen)解，讓(rang)大(da)(da)家多練習(xi)？多考核這(zhe)兩個(ge)(ge)流程(cheng)達到就(jiu)(jiu)(jiu)能把(ba)基礎做好。服(fu)務(wu)(wu)(wu)的(de)重要(yao)(yao)性是(shi)(shi)(shi)(shi)(shi)什么？就(jiu)(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)積累(lei)客(ke)(ke)戶，形成(cheng)(cheng)這(zhe)種(zhong)(zhong)口碑(bei)傳播，讓(rang)顧客(ke)(ke)服(fu)務(wu)(wu)(wu)我們的(de)態度。
你(ni)(ni)基礎(chu)服(fu)務(wu)做(zuo)好了(le)以后，你(ni)(ni)再去上升高維度的(de)(de)(de)(de)。比如(ru)說(shuo)把(ba)你(ni)(ni)的(de)(de)(de)(de)客(ke)戶(hu)(hu)分成ABC類？你(ni)(ni)的(de)(de)(de)(de)A類客(ke)戶(hu)(hu)他的(de)(de)(de)(de)屬(shu)性是(shi)(shi)(shi)(shi)(shi)什么(me)？那(nei)他吃什么(me)呢？他幾天來(lai)一次，你(ni)(ni)要(yao)洞(dong)察的(de)(de)(de)(de)那(nei)從我(wo)們(men)做(zuo)經營這么(me)多年(nian)，我(wo)們(men)叫前置(zhi)化服(fu)務(wu)。前置(zhi)化服(fu)務(wu)核心是(shi)(shi)(shi)(shi)(shi)什么(me)？就(jiu)是(shi)(shi)(shi)(shi)(shi)為顧客(ke)提出超(chao)預期(qi)的(de)(de)(de)(de)服(fu)務(wu)。但(dan)是(shi)(shi)(shi)(shi)(shi)這些(xie)前置(zhi)化服(fu)務(wu)全是(shi)(shi)(shi)(shi)(shi)依托在基礎(chu)服(fu)務(wu)之上，這些(xie)重要(yao)嗎？這些(xie)重要(yao)，但(dan)是(shi)(shi)(shi)(shi)(shi)最重要(yao)的(de)(de)(de)(de)就(jiu)是(shi)(shi)(shi)(shi)(shi)顧客(ke)投訴的(de)(de)(de)(de)時候(hou)你(ni)(ni)怎么(me)解(jie)決，我(wo)們(men)對待投訴客(ke)人(ren)的(de)(de)(de)(de)解(jie)決辦法就(jiu)是(shi)(shi)(shi)(shi)(shi)一定不(bu)能(neng)讓(rang)(rang)客(ke)人(ren)帶著(zhu)問題(ti)離開(kai)店。如(ru)果客(ke)人(ren)帶著(zhu)問題(ti)離開(kai)我(wo)們(men)店，那(nei)是(shi)(shi)(shi)(shi)(shi)我(wo)們(men)做(zuo)服(fu)務(wu)的(de)(de)(de)(de)缺陷。就(jiu)是(shi)(shi)(shi)(shi)(shi)你(ni)(ni)可以有(you)錯誤，你(ni)(ni)也可以讓(rang)(rang)顧客(ke)不(bu)滿意，但(dan)是(shi)(shi)(shi)(shi)(shi)你(ni)(ni)一定要(yao)解(jie)決問題(ti)的(de)(de)(de)(de)態度，讓(rang)(rang)客(ke)戶(hu)(hu)滿意而離開(kai)店，這是(shi)(shi)(shi)(shi)(shi)最重要(yao)的(de)(de)(de)(de)。
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