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The Restaurant Academy

How to approach guest complaint?

How to approach guest complaint?


A complaint is part of every business and the restaurant industry has their share as well. The restaurant staff should always be calm and make sure they handle it in a professional way.

Some complaints can be funny.
-The spaghetti is too short.
- The drink is too strong.

But some are genuine. 
- The soup is cold.
- Meat not cooked properly.

The Restaurant Academy Golden tricks before every complaint:
*There is no I
You work in a team. Never say this is not my fault.
*Your superpower
Every company has a separate policy. Can you give a discount to the guest or need to seek permission before it?
*Language power 
This trick works like bread and butter in most situations. If you have a native speaker of the same language let him/her try to it. Language is the biggest tool.

The complaint time:
L- Listen
A- Apologise
S- Solution
T- Thank You


Opening Sentence:
How may I help/assist you?
Assist can be hard for people when English is not their main language

After listening to the problem,
Sir/Mam, I would like to confirm ……….

Please give your full attention to the guest here.

I’m extremely sorry for the inconvenience.

I am going to ……
Please give me a moment and let me check with my manager.

Make sure you explain everything to the manager/supervisor. You don’t want the guest to explain it twice.

Thank You
Thank you for letting us know about the issue.

Always remember that 1 Happy Guest= 10 New Guest and 1 Unhappy Guest: 100 to 1000 Guests won't come to your place. 

Author: (Abhi Chauhan-The Restaurant Academy Professor. "You don't deserve a second chance if you haven't learned from your first mistake." Malek Chtiwi.)
Date: 28/02/2020

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