3-1 Dealing with Customer Complaints

Who, what and where

• All front of house staff have to deal with complaints.
• Managers deal with serious complaints.

Steps for Dealing with Customer Complaints

1. Apologize to the guest.
2. Find out the details of the problem.
3. Offer a solution to the problem.
4. Ask if the guest is satisfied with the solution.
5. Talk to the chef, bartender, host or manager to make the solution happen.
6. Apologize to the guest again and give extra attentive service.

Dealing with Upset Guests

• Be calm and professional. Don't get upset or angry, even if a guest makes a threat or blames you.
• Use body language and eye contact to show that you are listening.
• Don't interrupt the guest.
• Don't blame the guest or blame someone else for the problem.
• Ask questions and make sure the guest is happy with your solution.
• If a guest becomes very angry and you feel uncomfortable make sure to get your manager's help.

Key Vocabulary