Welcome toHow to handle guest complaint in restaurantFloor training for FB Server related personThe edge restaurant, Aug 19, 2011

How to handle guest complaint in restaurant

Fact isHappy GuestWill tell to 3 peopleUnhappy GuestWill spread the story to 10 people,At leastand it always multiplies through word of mouth.

Why do guest complaint in restaurant?How to handle guest complaint in restaurant

Their expectation were not met / failure in delivering our promises

Such a difficult guest

STAGE 1

LISTENCould Create A Mental NoteWith Correct Body LanguageWhile Taking Note If Necessary

How to handle guest complaint in restaurant

Apologize With empathySincere apologyThanks for addressing the complaint to us

How to handle guest complaint in restaurant

SOLUTION / ACTIONStart from the simplest oneIf unable to: inform manager

How to handle guest complaint in restaurant

FOLLOW THORUGHget back to guestInforming the progressTake personal responsibility

How to handle guest complaint in restaurant

How to handle guest complaint in restaurantSTAGE 2

How to handle guest complaint in restaurantMANAGER / SPV TO PERSONALLY SEE THE GUESTInform guest that he is being informed of the situationExplaining of progress that is being taken Express apology

STAGE 3

How to handle guest complaint in restaurantSTAGE 4MANAGER / KEY PERSON (1ST DEALT WITH COMPLAINT) TO CHECK GUEST SATISFACTION

STAGE 5LOG / RECORD THE COMPLAINTIncident reportGlitch reportOutlet Log SheetHow to handle guest complaint in restaurant

How to handle guest complaint in restaurantSample Incident Report

Sample Glitch Report (1)

Sample Glitch Report (2)

KEY RULE

Never promise something we couldnt deliverStay calm, DO NOT ARGUECorrect BODY LANGUGEControl pitch & toneMaintain eye contactHow to handle guest complaint in restaurant

Though WE havent wowed them with the dining experience

make sure WE wow them with the way we handle the complaint !

How to handle guest complaint in restaurant

PRACTICE TIME !!!How to handle guest complaint in restaurant