How to write an article about Foxconn customer service experience? Asking for examples

As a student who has not officially graduated from college, in order to prepare for the teacher recruitment examination and the civil service examination, I decided to find a job and prepare for the examination. At a job fair, when I was looking at the clerk position recruitment of a certain company, someone called me. When I turned around, I saw two beautiful sisters. They were recruiting waiters for a gourmet restaurant. In my subconscious mind, waiting is a hard and disrespected profession, and I have never had the intention to do such a job. My beautiful sister who later became my boss moved me. She said that although this industry is very difficult, you can come into contact with many people. As a student who has not yet entered the society, you can quickly train yourself in many aspects. ability, so I decided to try it.

I often see reports in newspapers and TV about unsafe and uncivilized behaviors in restaurants. Before going to work, I took a car to "inspect" the environment of the restaurant. My first impression of the restaurant was very good. The decoration was not gaudy, the staff were clean and well-dressed, the floor was clean, the tables were clean, the tableware was neatly arranged, and the guests seemed to be quality people. So we made a working agreement with the villa.

Everything is difficult at the beginning! On the first day, after the foreman’s brief handover training. My job is to pass food around, also called taking food away. Walk down the hall. When the foreman was assigning work, he asked for a long time because he didn't know what "carrying food" meant. After that, I really understood what "walking food" means. Hold a tray and put as many dishes as you can on it. I once tried to carry four different dishes at one time. Just running back and forth like this makes people feel that their hands and legs are not their own. At the same time, they have to clearly remember which dish is from which table number and tell the waiter who serves it. On the first day, because I only read the restaurant’s menu during training, the most difficult thing for me was that I had to walk a while after the chef told me the name of the dish and then remember it. Which table is it from? However, since it was the waiter who served the dish who announced the name of the dish, I just looked at the appearance of the dish and remembered which table it was from, and then told the waiter who served the dish.

I finally finished the first day and went to work as usual the next day. The manager came to express my condolences. She said, I'm afraid you'll be tired and run away. I can only smile and say, you must continue to do what you have decided. She said, like a college student! Then, slowly, I learned to set up the table and started to learn to serve dishes. I felt that the more I did, the easier it became.

Half a month later, the manager transferred me to the balcony. Compared with lobby service, this is a job that requires more mental energy and less labor.

I started to learn how to set up the private room table, including tablecloths, bone plates, bowls, spoons, red wine glasses, white wine glasses, teacups, chopsticks, ashtrays, paper plates, mouth cloths, and napkins. At the beginning, I spread the tablecloth and shouted randomly, so that the little master didn't know what I was asking. The more I practiced, the easier it became. In the end, I was able to clean the turntable and arrange all the tableware for a table of ten people within twenty minutes. Then wipe the tableware, prepare tea, prepare scented towels, and do it one by one in an orderly manner, and the working time has passed.

When serving food in the private room, you must also pay attention to the combination of meat and vegetables, the height of the dishes, and the combination of stir-fries, soups, and cold dishes. When serving, you must pay attention to the differences between the guest of honor, the host, the deputy host and the companion. Problems with glass transfer direction and so on. Learn slowly, correct a little bit every day, and make progress every day.

A restaurant is a place where a large number of interpersonal interactions occur. Every waiter has extensive contact with a large number of guests every day, and will have various interactive relationships with guests based on service and properly handle these relationships. , will make guests feel respected, valued and treated favorably. Gaining this feeling from guests will play an immeasurable role in the continued prosperity of the business and the publicity and dissemination of the restaurant. Regarding customer service, my experience is: as a waiter, you should pay attention to the natural, smooth and amiable tone of voice, moderate volume, maintain a constant speaking speed, and be calm and polite at all times.

Words that express respect and humility should always be on your lips, such as "you, please, sorry, if, okay", etc. And, I think, smile is the best tool and the most necessary tool for communication in the service process. .In addition, waiters should also pay attention to the timing and objects of expression, that is, to express appropriately and appropriately according to specific situations such as different occasions and different identities of guests. When using language expression, it is necessary to use body language appropriately, such as using appropriate gestures and movements, combined with verbal expression language, to create an expression atmosphere that is easy for guests to accept and satisfy. Being able to see through the potential needs of guests at a glance is the most commendable service skill of a waiter in the service process. This requires keen observation skills and turning this potential demand into timely and practical services. For example, when the guests are drinking to the end, they take the initiative to ask if they want to eat rice, or if they are considering pasta, or if they want to add some side dishes. And the provision of this service is the most valuable part of all services. The essence of observation ability is to be good at thinking about what the guests are thinking, and to deliver the service promptly and appropriately before the guests speak.

Unexpected incidents in services are common. Happened to me too. When dealing with such incidents, I think we should adhere to the tenet of "the customer is always right", be good at standing in the customer's position, put ourselves in the customer's shoes, and be able to make appropriate concessions. Especially those who have more responsibility on the side of the waiter must dare to admit their mistakes and provide immediate apology and compensation to the guests. When the waiter does something very bad, he should sincerely apologize. If it is sometimes a small mistake, using humorous and appropriate language to apologize can make it easier for the guest to forgive you and create a relaxed and harmonious relationship between the guest and the waiter. atmosphere. For example, once I accidentally flipped the switch while standing next to it. I immediately said, "I'm sorry," and smiled and said, "It doesn't matter. Darkness is temporary, and light is eternal." Under normal circumstances, the guest's mood is a mirror of the service provided by the waiter. When a situation occurs, the first thing the waiter should not consider is whether the fault is on his or her side, but rather say sorry.

I believe that selling to guests is not only an important way to fully tap the potential of service space, but also reflects the waiter’s sense of ownership and the need to proactively provide services to guests, and is good at seizing opportunities to promote the restaurant to guests. Various service products and service facilities to fully tap the consumption potential of guests. To this end, the waiter should have a comprehensive understanding of each service, and be good at observing and analyzing the customer's consumer needs and psychology, so that the product can be fully informed and sold when the customer is interested.

Although being a waiter is hard, if you carefully identify problems, you can gain a lot of valuable wealth, which can be used for life. What this job brings me is not just a salary, not just making more friends, it also brings me more ability training. Language skills, communication skills, observation skills, adaptability and marketing skills are all in the waiter Got some training and improvement in this role.