FOODIZZ.ID – Bandung. Restoran kamu sudah besar, pelanggan sudah banyak hilir mudik datang setiap jam. Akan tetapi dalam jam-jam tersebut selalu ada yang melayangkan komplain, entah mengenai rasa ataupun kecepatan penyajian makanan. Bahkan tidak sedikit yang tiba-tiba komplain di sos-med padahal ketika ditanyakan oleh Head Waitress, tidak ada komplain sama sekali. Tipe konsumen seperti ini yang kadang membuat pusing pemilik bisnis kuliner.
Dalam artikel kali ini, Foodizz coba berikan 3 cara hadapi komplain pelanggan ya. Nah buat pebisnis kuliner yang sering grogi ketika menghadapi komplain, artikel ini wajib dibaca banget!
1. Dengarkan & Catat
Jika kamu bertindak sebagai pemilik utama bisnis, katakanlah direktur utama kuliner, jika ada konsumen yang langsung komplain kepada mu, hadapi dengan santai. Dengarkan keluh kesah mereka mengenai makanan yang dihidangkan ataupun kecepatan penyajian makanan. Dengarkan, dengarkan, dengarkan.
Setelah mendengarkan dengan baik, catat semua keluhan dari konsumen tersebut dan bisa dijadikan evaluasi di akhir bulan atau bahkan langsung di akhir shift.
Nah buat yang bertidak sebagai waitress, lakukan hal yang sama ya. Jangan pernah membantah konsumen ketika mereka sedang dalam puncak emosinya. Biarkan mereka marah-marah terlebih dahulu, baru kita jelaskan kondisi yang sedang terjadi.
2. Simulasi Setiap Hari
Karyawan yang bertindak di bagian depan restoran, harus sering diberikan pelatihan mengenai komplain pelanggan. Tidak semua karyawan bisa langsung menerima komplain dan tidak semua karyawan bisa menahan emosi ketika konsumen datang dan langsung marah-marah.
Semua bisa dibentuk dan “dibiasakan” dalam bentuk study case atau studi kasus. Jika pelanggan marah karena A, bisa dihadapi dengan B, misalnya.
3. Cepat Ambil Keputusan
Jika komplain yang terjadi sudah sangat parah, misalnya makanan tidak datang dalam waktu 2 jam padahal hanya pesan ayam geprek, sudah tentu harus diberikan treatment spesial ya Sahabat Foodizz! Karena hal ini pasti akan membuat konsumen tidak mau datang lagi.
Kamu sebagai manajer atau pemilik bisnis, harus ambil keputusan cepat dan tepat agar konsumen tidak semakin marah. Prioritaskan konsumen terlebih dahulu meskipun kadang kesalahannya dibuat oleh mereka sendiri. Ambil keputusan di sini bisa berbentuk voucher, atau diskon, atau bahkan jika hampir kriminal, bisa diusir keluar restoran.
Ya begitulah Sahabat Foodizz. Komplain pasti akan selalu terjadi meskipun semua sudah memiliki SOP dengan baik. Sekelas jaringan makanan cepat saji pun pasti akan ada komplain-komplain setiap harinya. Jangan menyerah dan tetap semangat ya! Jika kamu sudah mau menyerah, serahkan ke Foodizz dengan klik link ini ya!
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