handling customer complaints in a restaurant

Handling Customer Complaints In A Restaurant: 10 Rules

who this class is for

Restaurant guests, waiters and restaurant staff

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About this micro-class

Handling customer complaints effectively is a crucial skill to contribute to a positive and customer-focused environment.

Rules for Handling Customer Complaints in a Restaurant

1. The Customer is King

Remember that the customer’s experience is paramount. Your goal is to turn a negative situation into a positive one and leave the customer satisfied.

2. Stay Calm and Listen

When a customer approaches you with a complaint, take a deep breath and stay calm.

Listen attentively to their concerns without interrupting. Let them express their issue fully.

3. Maintain Professionalism

Regardless of the nature of the complaint, maintain a professional and positive attitude.

Avoid getting defensive or taking the complaint personally.

4. Empathize

Show empathy and understanding.

Acknowledge their feelings and let them know you appreciate them bringing the issue to your attention.

Use phrases like, “I understand how that can be frustrating” or “I’m sorry to hear you’re not satisfied.”

5. Apologize

Apologize sincerely, even if the issue wasn’t directly your fault. A simple “I’m sorry for the inconvenience” goes a long way.

Avoid making excuses or blaming others. Take responsibility for the situation.

6. Ask Clarifying Questions

Get more details about the complaint to fully understand the issue.

Ask open-ended questions like, “Can you tell me more about what happened?” or “What specifically went wrong?”

7. Offer a Solution

Propose a solution to the problem. If possible, offer choices to let the customer feel involved in the resolution.

For example, “Would you prefer a replacement dish or a refund?” or “Can I offer you a complimentary dessert to make up for the inconvenience?”

8. Involve a Manager if Necessary

If the complaint is beyond your authority or requires managerial intervention, involve a manager promptly.

Inform the customer that you’ll get the manager to ensure the issue is addressed appropriately.

9. Follow Up

After the resolution, follow up with the customer to ensure they are satisfied with the outcome.

Express gratitude for their patience and let them know you value their feedback.

10. Learn and Improve

Share the details of the complaint with your team or manager to identify areas for improvement.

Use customer feedback as an opportunity to enhance service and prevent similar issues in the future.

Test your knowledge with a quick test and earn a free micro-certificate

Shop for etiquette, behavioral, and contextual signs

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