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. 

About Author

Abhi Chauhan

The Restaurant Academy Professor. My studies in hospitality and experience of working in locations such as the USA, Switzerland, India and Iceland has equipped me with extensive knowledge concerning the restaurant industry and provision of the very best customer service. I have over 12 years of experience in the restaurant industry.

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