80 % des consommateurs sont \u00absusceptibles\u00bb ou \u00abtr\u00e8s susceptibles\u00bb de laisser un avis si leur impression initiale est n\u00e9gative, mais qu\u2019elle est suivie d\u2019une exp\u00e9rience positive.<\/a>. <\/p>\nVoici certains \u00e9l\u00e9ments \u00e0 prendre en compte lorsque vous recevez des avis n\u00e9gatifs sur votre service \u00e0 la client\u00e8le :<\/p>\n
R\u00e9pondez directement aux plaintes <\/h3>\n
Visez toujours la pr\u00e9occupation principale du client. Cela montre que vous comprenez ce qu\u2019il a v\u00e9cu, que vous vous souciez de son exp\u00e9rience, que vous cherchez \u00e0 r\u00e9soudre son probl\u00e8me et que vous souhaitez qu\u2019il revienne pour vivre un moment plus positif dans votre restaurant. <\/p>\n
Selon le contexte, vous pouvez lui proposer de vous contacter directement afin de poursuivre la conversation de vive voix. Ce genre d\u2019entretien personnalis\u00e9 peut vous aider \u00e0 comprendre pleinement la mauvaise exp\u00e9rience du client. <\/p>\n
\n\u00c9coutez votre personnel et apportez les changements n\u00e9cessaires<\/h3>\n
Lorsqu\u2019un gestionnaire porte attention aux mauvaises critiques, leur cause peut \u00eatre r\u00e9gl\u00e9e et il est ainsi possible de g\u00e9n\u00e9rer des critiques positives et de nouvelles ventes. <\/p>\n
Un avis n\u00e9gatif peut indiquer un probl\u00e8me interne, en rapport avec votre personnel. Par exemple, si votre \u00e9quipe rencontre des probl\u00e8mes avec le syst\u00e8me de points de vente, le temps d\u2019attente sera plus long, vous risquez de perdre des clients et l\u2019exp\u00e9rience en salle sera probablement moins bonne qu\u2019\u00e0 l\u2019habitude. Vous pourriez alors utiliser des carnets et des billets de commande en papier pendant que vous formez les employ\u00e9s \u00e0 la technologie de la restauration. <\/p>\n
Si vous remarquez que des clients mentionnent une mauvaise impression due \u00e0 une commande \u00e0 emporter incompl\u00e8te (sans ustensiles, condiments, garnitures ou autre), vous pourriez parler du probl\u00e8me avec vos employ\u00e9s pour trouver un moyen d\u2019y rem\u00e9dier. Si certains ne savent pas pr\u00e9cis\u00e9ment ce qui doit \u00eatre inclus aux commandes, affichez des listes en guise de rappel afin que les clients soient toujours satisfaits.<\/p>\n
Il y a une cause et une cons\u00e9quence \u00e0 chaque mauvaise critique. Votre \u00e9quipe, vos clients ainsi que vous-m\u00eame serez plus heureux en comprenant la situation et en y rem\u00e9diant rapidement.
\n <\/p>","protected":false},"excerpt":{"rendered":"
Powerful ways to answer online reviews and improve your business Your customers are talking about you online. In the digital world, potential customers check online reviews to learn everything about your service, menu and customer experiences. In fact, 98% of consumers read online reviews. When customers tell their stories, it can help or hurt your […]<\/p>\n","protected":false},"author":19,"featured_media":26682,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[122,112,69],"tags":[],"class_list":["post-25396","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-catering-small-business","category-restaurant-bars","category-running-your-business"],"acf":[],"yoast_head":"\n
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