請問面對這種客人大家會怎麼回應? - 顧客行為
By David
at 2014-01-04T11:58
at 2014-01-04T11:58
Table of Contents
小弟我在咖啡館上班
<案例一>
前幾天遇到一個團體中的一位女士
點了一杯卡布奇諾
將他們的飲料端上桌之後
那位女士拿著她的卡布奇諾來吧台找我
她:為什麼我這杯沒有拉花?其他人的卻有?
我:其他人點的是拿鐵喔，我們拿鐵才有拉花。
卡布奇諾因為奶泡要比較多，所以上面不會拉花。
她:不是這樣的，我去其他家店點卡布奇諾都有拉花的啊。
我:..............
<案例二>
更久之前有位女士點了一杯Espresso
等我端上桌
她先張大眼睛看了杯子
再張大眼睛看看我
她:怎麼會這麼小杯?
我:Espresso是濃縮咖啡喔，通常是20cc左右，如果覺得太濃可以加水稀釋。
她:不是這樣的，我去其他家店點Espresso都很大杯的啊。
我:...........(到底是哪家店?= =)
之後還是換了杯Double Espresso給她 她依然覺得很不滿意
--
請問各位
遇到這種客人要怎麼回應呢?
我想我真的太嫩了
--
Tags:
顧客行為
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