From the course: Excellence in Food Service: Best Practices for Restaurant Workers
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Handle complaints like a pro
From the course: Excellence in Food Service: Best Practices for Restaurant Workers
Handle complaints like a pro
A complaint is an opportunity to turn frustration into loyalty. In food service, complaints happen, and when the food takes too long, the order goes wrong, someone had a bad day, you're the one who's going to handle those complaints. This is when great service people shine. So what are you going to do when a customer complains? Start by listening fully and actively. Don't interrupt. Don't rush to defend. Just let them speak. When they're done, repeat back what you've heard. Something like, thanks for sharing that. So what I'm hearing is that we got your order wrong and we didn't make the right order quick enough. Repeating back their exact complaint helps the customer feel heard and understood. Then take action. If you can fix it, fix it fast. If you need help, bring in a lead or a manager. Addressing a guest's complaint can look a lot of different ways. You may be able to fix it in the moment, or offer a discount on their meal, or even a gift card to come back. From there, go the…
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