Handling CustomersComplaint

ObjectivesTo learn how to manage a customers complaintTo learn how to prevent complaints at workplaceTo learn the 4 steps of handling customers complaintTo learn how to handle different types of complaints

Managing Complaints A complaint is a signal to:

Immediately correct a problem.

Take action to ensure that it does not occur again.

Take a look at the overall condition of your restaurant. Listen to what your customers are saying.

Be aware of complaints Learn to read the signs of potential complaints before they arise. Here are some ideas to help identify unhappy customers:

- Take time out of every day to talk to your customers.

- Encourage everyone to listen for questions or comments that imply dissatisfaction.

Identifying and preventing complaints (Mangers)At the end of each shift, the manager should ask the staff if they handled any complaints.

You should also talk to your managers daily. Check to see if they're receiving any complaints.

If any complaints occurred, a note should be made in the log so that patterns can be identified. Make sure you take steps to fix any problems.

Be accessible to your customersIt's always important to:Know your customersGet the chance to correct a problemKeep a customer's business

. Customer Relations Training (Manager)Importance of handling complaints properly. If a complaint is not handled well, the shift manager should talk with the employee in private.Never reprimand your employees in front of customers or their peers.Make sure the entire staff is aware of any unusual situations that could cause customers to complain.

Employees can be accountable only for activities for which they have been trained.You must train employees to be accountable for preventing complaints. You will then make them accountable for customer satisfaction.Accountability (Managers)

StaffServers are responsible for:- Preventing complaints- Telling you about any problems they observe- Satisfying customers who complain- Handling questions so they do not become complaints

Break time!

4 Steps of Handling Customers Complaint

LISTENRespond immediately to customer needs.

Maintain confidence and control.

Diffuse a potential scene.

APOLOGISEApologize for any inconvenience and find out what happened.- Be sympathetic.- Believe the problem happened.

SOLVEDo not pass the buck.

Fix it now.

Do not forget:Often the customer is more upset by the way the complaint was handled than by the actual problem

THANK GUESTThank the guest. Invite them back.Investigate the reported problems and keep track of trends.1.Learn from your customers' experiences 2.Fix the problem3.Prevent future occurrences

Following are some common customer issues, with guidelines for responding. Food modification Sometimes a customer asks for a condiment that does not normally come on a specific meal.

Menu questionsQuestions about Giraffes menu items.All service staff must be familiar with our products.

Requests for items not on the menu.Try to accommodate the customers request.

Liability claims - bodily injury and property damageBodily injury to a customer, product liability, and damage to the customer's property as a result of the restaurant's negligence.

Product and restaurant liability problems become much more expensive when not resolved immediately. A quick, sensitive response to a problem often averts an insurance claim.

The service staff must be trained to quickly notify the shift manager.

If a customer is injured or reports an illness as a result of visiting your restaurant and demands further attention: Apologize without admitting guilt. Offer medical assistance, if appropriate Take the customer's name, address, and daytime phone number As soon as possible, contact your Restaurant and Operations Manager.Report the incident and your actions.

1) Complaints about being short-changed or overcharged The staff should be instructed to call a manager immediately if a customer complains about being short-changed or overcharged.

2) Order was taken incorrectly or has received the wrong order.Apologize for the inconvenience. Your staff should always notify the manager as soon as possible after the customer has been satisfied. You may want to empower your staff to offer something extra

3) The customer did not receive his order Apologize for the inconvenience.Refer the matter to the manager

4) Poor quality or foreign objects 1.Apologize and offer to replace the item. If the customer refuses, offer a refund.2.Always ask for the product back. Assure the customer that the complaint will be investigated.3.The manager should quickly identify the cause of the problem to prevent it from occurring again.Foreign-object complaintsThe waiter/waitress should notify the manager.The manager should take care of this problem using the steps outlined here.

5) Complaints about cleanliness or sanitation The rest room is a common source of complaints. In the dining area, watch for other problems, such as dirty tables, dirty high chairs, dirty floors, etc..

6) Complaints about staff or customers If the customer complaint involves the behaviour of your staff, the manager in charge should be immediately alerted. If a complaint involves the behaviour of other customers, staff people should immediately alert a manager.

If a customer is very angry and nothing you say satisfies him or her, ask open-ended questions.

Making the customer think before answering sometimes has a calming effect..

Showtime!

*For example, while youre refilling a customer's glass of water, ask, 'Are you enjoying your visit with us? What can we do better?Look and listen for people who seem unhappy.Ask your service staff about anything unusual that they may have noticed, such as a half finished platter. Encourage employees to keep you aware of customer comments or complaints

*If so, ask what the complaints were about and how the staff person handled them.

Check the log regularly.It's a good idea to discuss complaints and their solutions at your management meetings

*Your staff and management need to understand that care in handling customer complaints is a top priority.He or she should clearly explain how to handle the problem better. Be sure to stress the positives3For example, fish seasoned with Cajun spice, also known as blackening spice, could take on a slightly black, charred appearance. The Customers may question or complain about the appearance of the fish. The staff must be ready to reassure the customer that this is acceptable and the natural appearance of fish done Cajun style, and it does not affect the taste or quality of the food For example, fish seasoned with Cajun spice, also known as blackening spice, could take on a slightly black, charred appearance. The Customers may question or complain about the appearance of the fish. The staff must be ready to reassure the customer that this is acceptable and the natural appearance of fish done Cajun style, and it does not affect the taste or quality of the food

*The importance of properly handling complaints should be reinforced regularly. Use the (L.A.S.T.) acronym to remind yourself of how to handle complaints. Here are the steps:

*A quick and sincere response demonstrates that you care. It also shows that customer satisfaction is important to Fish & Co. Drop what you're doing and handle the complaint. Never leave a customer waiting.A quick and sincere response demonstrates that you care. It also shows that customer satisfaction is important to Fish & Co. Drop what you're doing and handle the complaint. Never leave a customer waiting.A pleasant and positive attitude can help turn around a potentially explosive situation. Be patient. Most important, make an extra effort to be polite. Do not take a complaint personally or become defensive. This may be hard to do, but once the customer settles down, you'll be better able to discuss the problem.If it seems that a scene is about to develop, attempt to move the customer away from other customers if the need arise.

*A simple 'I'm sorry" goes a long way. Put yourself in the customer's placeTake the customer at his or her word. Ask for details. Then repeat to the customer what you heard him or her say. Make sure you understand the entire complaint. Clarify the facts. This will help the customer better explain the situation to you. It will also reassure the customer that you care about the complaint

*If the problem goes beyond your authority, advise the customer that you will report the incident and get back to him or her. When explaining company guidelines, be tactful. Give reasons for our policies rather than just saying, "That's company policy." Assure the customer that:You will investigate the situationYou will do your best to make sure a similar situation will not happen againAfter you've found out what happened and why, take corrective action. This might mean replacing a food item or cleaning off a table.Deliver on your promise. Whether you've handled the complaint over the phone or in person, fulfil any promises in a timely manner. For example, if you promise a customer a free product or meal on his next visit, make sure his or her name is entered in the Managers' Communications Log. Inform shift managers where the log is located. Customers should receive their complimentary meals with no inconvenience to them

*This shows that we appreciate all feedbacks.Write down what you hear in your Managers' Communications Log. This helps you spot trends or recurring problems. Complaints offer an opportunity to:

*The staff person should quickly and courteously honour the customer's request.Let the customer know that, because the item ordered is not a standard item on our menu, it will be specially prepared.Make sure the order is promptly and properly prepared.Do not lose a customer over a condiment. Remember, satisfying customers will keep them coming back.

*This includes knowing which sauces or condiments are on which main courses, where our seafood is from, and knowing how our seafood is prepared It is possible to get requests for items we do not serve, or for a main course that is not stated in the menu. As far as possible, try to accommodate the customers requests or if this is impossible, suggest one of our similar food items.*Liability claims include bodily injury to a customer, product liability, and damage to the customer's property as a result of the restaurant's negligence. These complaints are to be handled by the manager. Do not under any circumstances admit liability.

Many liability claims can be prevented with proper handling. Product and restaurant liability problems become much more expensive when not resolved immediately. A quick, sensitive response to a problem often averts an insurance claim.

The service staff must be trained to quickly notify the shift manager. He or she is best qualified to minimize the restaurant's risk. Training is essential to minimizing losses.

*The manager should understand that the customer believes he or she has been short-changed or overcharged. The customer's motives should not be questioned.The manager should either:Refund the amount in question, if it is a small amount. Then put a note in the drawer about the amount refundedor :Count the drawer immediately. Explain to the customer how long it will take. If the customer can wait, offer him or her a complimentary beverage while waiting. If the customer can't wait, ask for his or her name and phone number. Explain that you will call the customer back after you've counted the drawer. The manager in charge must always use common sense.

*The staff person should take the correct order (if the wrong order was taken originally), remove the pan and return it to the kitchen. If the order was taken correctly originally, and the problem lies with a mistake on the part of the co-ordinator, return the pan to the kitchen for serving to the correct table, and notify the kitchen of the mistake.They should say to the customer, "I'm sorry for the inconvenience we caused you. Thank you, and please come again."

*Tell the customer, "I'm sorry for the mix up. It will take a few more moments for this order. Would you like a complimentary cup of coffee, some chips or a soft drink while you're waiting?" Refer the matter to the manager and allow him to check with the kitchen or handle the situation if the customer should be become irate. Always notify the manager if any such situation arises*If a customer complains about a dirty rest room, apologize for its condition. Thank him or her for bringing it to your attention. Have someone investigate and clean it immediately.In the customer's mind, the dining area reflects the cleanliness of the entire restaurant, including the food preparation areas

*Apologize and assure the customer that you will look into the situation. Thank the customer for bringing the occurrence to your attention. Privately investigate the incident with the staff person at a later time. Do not act as referee between an angry customer and a staff person.Management should handle the situation using good judgment

*For example: "I want to help you - what can I do to satisfy you in this situation?" "How can I help you feel better about this?" If it does not, remain silent for a few moments. Then ask your question again. Remember: do not be defensive! Remain calm and be polite