雙重優惠不能同時用?! - 顧客行為
By Zora
at 2009-06-26T23:07
at 2009-06-26T23:07
Table of Contents
最近有優惠券贈送餐點的活動,
而我們餐廳也有會員卡制度,
基本折扣是九折。
和許多餐廳一樣,
對於活動會有「雙重優惠不能同時使用」的規則,
當然也是不可避免的,
我們總是會遇上顧客要求再結帳的時候拆單以規避這樣的規則。
那天是這樣的,
中午正餐期時有聽到主管說某一桌持優惠券要來消費,
又在店門口那裡看到某信用卡專屬生日卡友三人同行一人免費的優惠,
那桌是6人,
所以他們想用優惠券買套餐送餐點及三人同行一人免費,
但服務人員在知道客人兩種優惠都想使用時先告知無法同時用,
客人就說了到時候結帳要分開算,
主管去協調的結論是客人分兩桌坐,
在人潮繁忙之中趕緊為他們準備緊鄰的兩個位置,
要請服務生去為他們換位子時,
他們又跟服務生說他們不要換位子要結帳時分兩張單,
要不然就是,
六人位(因為是三張兩人桌併起來的)桌子間稍微分開這樣就好了。
我們主管雖然對此感到很氣惱,
但因為現場實在很忙碌也無暇再去管他們,
這件事情就這麼結束。
*****************************************************************
下午的時候我結帳到一桌四人的,
那父母掏出優惠券以及會員卡,
並對我說,「我們要分開結,另一份餐要打折」
我看了一下明細,一共是三份餐,
其中2份是優惠券的點套餐送套餐,
我對客人說,
「呃...但是我們同桌雙重優惠不能同時使用喔」
那太太很瀟灑的跟我說:「所以拆開結就可以阿,上次也是這樣用的啦!」
於此,
實在是不想再讓「上次也是這樣用」這句話合理下去,
我說了「那下次不可以了喔~因為這樣會對其他客人不公平」
太太跟先生就開始要對我曉以大義,
「那我們辦這張卡是要幹嘛!!」(丟卡)
「你們那樣不對拉」
「這上面這樣規定根本就是無效的啦!!」
因為其實這種情況並不稀奇,
我們通常也只能照著客人的意思做,
所以我還是拆了單,該折抵的折抵,該折扣的折扣,
只是在我刷卡的時候,
那位太太像不吐不快一樣又連珠砲起來,
「你告訴我到底為什麼不能這樣做嘛??
你去看人家國外吃飯都是要各付各的,
還不是要分開算那這樣為什麼不行??
你們怎麼可以這樣規定客人??
到底為什麼不行嘛
你去看看#&^*W&(!~)(_......」
要說我修養還不夠都行,
但真的為了這種話我生氣了起來,
我一個字一個字很用力的說:
「當然你們這樣做沒人可以說錯,但是我們只是有義務要先告知優惠規則」
那位太太又開始講國外各付各的那套理論,
我也再重複一次那句話,
後來先生就很不屑的說「好好好,誰都沒錯誰都沒錯可以吧」
不過也算是結束大家繼續爭論。
***************************************************************
覺得每辦一次活動就要受盡各種不同的鑽漏洞行為,
再不就是跟客人所認為的不一樣就要被說「你們這樣是欺騙客人喔~」
即使遇過這麼多次了,
內心也其實見怪不怪,
只是那種"你硬要我同意你認為的,然後我還要認錯陪不是"的情緒,
讓我常常會一段時間失去對服務業上的專業熱忱。
大家加油吧!!
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Tags:
顧客行為
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