How to deal with complaints?

Question 1

How should you handle a complaint?

Answer 1

Handle the situation calmly and courteously.
Stay professional and never blame someone else
Remember the customer is always right.

Question 2

Ways to handle a complaint are?

Answer 2

• Listen to the details of the complaint
• Repeat the complaint briefly to show you understand the problem fully
• Handle the complaint promptly
• Make an immediate adjustment if you can
• Apologise
• Always treat the customer in the way that you would want to be treated yourself

Question 3

What is the immediate response and long term response to an event e.g. Someones soup is cold?

Answer 3

Immediate response- Apologise and take it back to the kitchen to replace or offer an alternative
Long term response- Refer to head chef to make sure correct training and checking procedures are in place.

Question 4

Typical complaint procedures are?

Answer 4

• Stay calm. Listen attentively to what the customer has to say
• Apologise
• Try to resolve the situation.
• Explain to the customer what you intend to do to rectify the situation
• Apologise again for the problem

Question 5

What should you do when you receive the compliment?

Answer 5

• Thank the customer for their comments and show you are elapsed to receive the compliment
• Ask if you could do anything to improve for next time
• Pass on compliments to others, especially the chefs if the compliment is about the food