Prostart Communication. Handling Customer Complaints Things to avoid when working with customers....

ProstartProstartCommunication Communication

Handling Customer Handling Customer ComplaintsComplaints

Things to avoid when working with customers.Things to avoid when working with customers.Never ignore customers.Never ignore customers.Never rush customers.Never rush customers.Never serve substandard food.Never serve substandard food.Never allow customers to sit at dirty tables.Never allow customers to sit at dirty tables.Never allow unsanitary conditions.Never allow unsanitary conditions.Never behave indifferently or rudely towards Never behave indifferently or rudely towards customers.customers.Never speak poorly of other employees in front of Never speak poorly of other employees in front of customerscustomers

Handling customer complaints.Handling customer complaints.

The rule of 10The rule of 10– On average a dissatisfied customer will tell 10 other On average a dissatisfied customer will tell 10 other

people of their bad experience at a restaurant.people of their bad experience at a restaurant.– Only 4% of dissatisfied customers will tell the Only 4% of dissatisfied customers will tell the

restaurant management about their experience.restaurant management about their experience.– Studies have shown if the customer’s complaint is Studies have shown if the customer’s complaint is

handled immediately, before they leave the handled immediately, before they leave the restaurant. They are likely to return as repeat restaurant. They are likely to return as repeat customers, and are much less likely to speak poorly customers, and are much less likely to speak poorly of the restaurant to others.of the restaurant to others.


Identifying consumer complaintsIdentifying consumer complaints

All employees ask customers if they are All employees ask customers if they are enjoying their experience.enjoying their experience.

Ask customers specific questions.Ask customers specific questions.– Did you enjoy your meal?Did you enjoy your meal?– Was your steak cooked properly?Was your steak cooked properly?– Is there anything that we can get you?Is there anything that we can get you?

Remember the customer is always right.Remember the customer is always right.

Handling customer complaints.Handling customer complaints.Steps to resolving customer complaintsSteps to resolving customer complaints..

Stay calmStay calm

Listen carefullyListen carefully

EmpathizeEmpathize

Don’t be defensiveDon’t be defensive

Never ignore a Never ignore a dissatisfied guestdissatisfied guest

Don’t say it’s not your Don’t say it’s not your job to help the job to help the customer.customer.

Never blame the Never blame the customercustomer

Don’t try to prove that Don’t try to prove that you’re right and the you’re right and the customer is wrongcustomer is wrong

Never pass the buckNever pass the buck

Accept responsibilityAccept responsibility

Find a solution Find a solution

Follow-upFollow-up

Discussion item. Discussion item.

What was the worst restaurant experience you have had?What was the worst restaurant experience you have had?

How did you react?How did you react?

What did the server do to resolve the issue?What did the server do to resolve the issue?

What did the management do to resolve the issue? What did the management do to resolve the issue?

What could they have done better to resolve the issue?What could they have done better to resolve the issue?

Was the issue resolved with enough satisfaction that you returned to Was the issue resolved with enough satisfaction that you returned to the restaurant?the restaurant?


Some things to keep in mind.Some things to keep in mind.

Always refer difficult complaints to management.Always refer difficult complaints to management.

Follow company guidelines for resolving Follow company guidelines for resolving conflicts.conflicts.

Giving away food is not always best, increased Giving away food is not always best, increased portions and free meals take away from profit.portions and free meals take away from profit.

If the server resolves a conflict, they should If the server resolves a conflict, they should inform management of the conflict and how they inform management of the conflict and how they resolved it. resolved it.


Some things to keep in mind for management.Some things to keep in mind for management.

Investigate the cause of complaint to prevent Investigate the cause of complaint to prevent future complaints.future complaints.

If the staff member reports a complaint take If the staff member reports a complaint take action on it immediately.action on it immediately.

If the staff member reports a complaint, that they If the staff member reports a complaint, that they have resolved, personally apologize to the guest have resolved, personally apologize to the guest for the problem.for the problem.

Never criticize staff in front of guests.Never criticize staff in front of guests.

Written communication.Written communication.

ABCs of business writingABCs of business writingAudience-Audience-– The audience is the person or people who will be The audience is the person or people who will be

reading the information presented.reading the information presented.

Answer the following questions before writingAnswer the following questions before writing– Who will be reading the letter?Who will be reading the letter?– Why are they reading it?Why are they reading it?– What are the readers needs?What are the readers needs?– What are they expecting from the letter?What are they expecting from the letter?– What action do you want the reader to take?What action do you want the reader to take?


ABCs of business writingABCs of business writing

BrevityBrevity– Keep your writing simple and to the point.Keep your writing simple and to the point.

Keep the following ideas in mind.Keep the following ideas in mind.– Write as you would speak. Write as you would speak. – Keep it simple and to-the-point.Keep it simple and to-the-point.– Avoid long sentences Avoid long sentences


ABCs of business writingABCs of business writingClarity Clarity – Tie your ideas together, in a simple and organized Tie your ideas together, in a simple and organized

way. way. Keep the following ideas in mind.Keep the following ideas in mind.– write down the for your writing.write down the for your writing.– write to express, not impress.write to express, not impress.– Avoid slang, jargons, and text abbreviations.Avoid slang, jargons, and text abbreviations.– When finished, take a break from your writing. After When finished, take a break from your writing. After

come back and re-proofread, you be able to spot come back and re-proofread, you be able to spot errors more easily.errors more easily.


Responding to written consumer complaints.Responding to written consumer complaints.Be honest.Be honest.Let the reader know you’re sorry for what Let the reader know you’re sorry for what happened.happened.Explain how the problem occurred.Explain how the problem occurred.Address what steps you have taken to ensure Address what steps you have taken to ensure the problem does not happen again.the problem does not happen again.Thank the customer for bringing the problem to Thank the customer for bringing the problem to your attention.your attention.Offer them an incentive to return to your Offer them an incentive to return to your business if you deem it appropriate.business if you deem it appropriate.

Telephone skillsTelephone skills

Taking reservationsTaking reservations

Always sound in control of the situation.Always sound in control of the situation.

Ask the parties name and size.Ask the parties name and size.

Ask the time and date of arrival.Ask the time and date of arrival.

Ask if there are any special Ask if there are any special accommodations or requests they would accommodations or requests they would like. like.

Write everything down.Write everything down.

Telephone skillsTelephone skillsGeneral skillsGeneral skills

Be an effective speaker.Be an effective speaker.

Be enthusiastic.Be enthusiastic.

Be an effective listener.Be an effective listener.

Repeat important Repeat important information.information.

Smile. Smile.

Know your business. Know your business.

Know the answers to Know the answers to frequently asked frequently asked questions. questions.

Always write down Always write down messages.messages.

Never guess, that you Never guess, that you have correct have correct information.information.

Always end the Always end the conversation with on conversation with on a positive note.a positive note.

Communicating in crisisCommunicating in crisis

Always appear calm and in control. Always appear calm and in control.

Listen to the customer.Listen to the customer.

Only discuss facts, record them in writing.Only discuss facts, record them in writing.

Never pressure the consumer.Never pressure the consumer.

Offer help immediately, but carefully. Offer help immediately, but carefully.

Limit what you say, avoid admitting guilt.Limit what you say, avoid admitting guilt.

Always follow up.Always follow up.

Media relationsMedia relations

Always accept and return reporters calls.Always accept and return reporters calls.

Refer all media to the management.Refer all media to the management.

Ask reporters what the scope of their article is Ask reporters what the scope of their article is about.about.

Always make an appointment to meet with the Always make an appointment to meet with the reporter.reporter.

Anticipate questions and have answers ready.Anticipate questions and have answers ready.

Have key points or sound bites planned out.Have key points or sound bites planned out.

Never lie or believe things are off the record.Never lie or believe things are off the record.

Effective listeningEffective listening

Don’t finish the other person sentence.Don’t finish the other person sentence.

Stay focused on what the person is Stay focused on what the person is saying.saying.

It’s okay to repeat important information.It’s okay to repeat important information.

Ask questions to clarify information.Ask questions to clarify information.

Listen between the lines. Listen between the lines.

Record key ideas and phrases.Record key ideas and phrases.

Effective speakingEffective speaking

Be aware of nonverbal communications.Be aware of nonverbal communications.

Speak in complete sentences.Speak in complete sentences.

Avoid using slang.Avoid using slang.

Be professional.Be professional.

Always be pleasant, and have a positive Always be pleasant, and have a positive attitude.attitude.

Prostart Communication. Handling Customer Complaints Things to avoid when working with customers....

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