Keep an open mind when listening to the customer. In other words, don’t listen for what you think the problem is or might be. Rather, hear the customer out and understand their actual problem or issues. [2] X Research source Turn a customer’s disappointment into an opportunity to build more trust and rapport by giving your customer the dedicated time to address their frustrations or concerns before providing a solution. This can help them feel validated. Don’t contradict or argue with what the customer says. Even if they are wrong, informing them of their error will only exacerbate their frustration. Do not minimize the customer’s complaint. Do not, for instance, say “Sometimes food is a little cold when it comes out. It’s no big deal. ” This will not make the customer happy.
Before trying to resolve an issue, it’s best to restate the problem and the customer’s frustrations to let the customer know that you accurately understand. This demonstrates that you have been listening to the customer and that you respect and care about their needs.
For instance, if you’ve just arrived for your shift and a customer is complaining about the soup, you might not know what soup the customer is referring to. Ask questions as needed. You might inquire, “Did you have the pea soup or the vegetable noodle?” Don’t assume which menu item the customer is talking about; always follow up by asking for specifics as they explain their issue. Once the customer’s complaint has been explained, repeat it back to them in a different language. For instance, the customer might complain that the food was cold. You could, after hearing the explanation, summarize their problem by saying, “So your food did not arrive at the temperature you wanted it to be at? Is that right?” If they agree, you’ve listened well and can move on to fixing the problem.
Even if the customer is using profanity or yelling rudely, do not respond in kind. Exercise patience and compassion. Listen patiently to the entirety of the customer’s complaint. If they are being particularly boisterous, direct the customer to follow you into a more private quarter of the dining establishment. There you can continue to listen to their tirade without drawing negative attention to the situation or disrupting the other diners. [4] X Trustworthy Source American Psychological Association Leading scientific and professional organization of licensed psychologists Go to source
Always act sincerely when apologizing, even if there is no real reason for you to apologize. It will make the customer feel better. Many customers appreciate an explanation, but do not appreciate excuses. For instance, you could say “I’m sorry, the line cook was confused about your order. I’ll fix it immediately. ” But do not say, “The line cook mixed it up, not me. Just hang on while he fixes it. ” Maintain a sense of personal responsibility even if the problem is not your fault, and avoid excusing yourself or anyone else. If you are very sorry, emphasize how sorry you feel by saying “I am very sorry this happened. ” Apologies work online too. If your establishment is active on review sites like Google+ or Yelp, you can write apologies in response to bad experiences. Write something like, “We are sorry you had a bad experience in our dining establishment. I can understand why you were frustrated. We will investigate this matter in-depth to ensure it does not happen again. Thank you for bringing it to our attention. ”
If the customer’s complaint involved re-making a dish, ensure that this remake goes to the front of the order list in the kitchen. Let kitchen staff know that they need to make the order a priority. If it is not possible to resolve the customer’s complaint in a way that satisfies them quickly or within the time they have completed their meal, get their contact info so that they can be contacted later with a solution. For instance, if the customer orders takeout and doesn’t have his order ready when he comes to pick it up, and doesn’t have time to wait for it to be made, tell him to write down his name and number and he will be eligible for a free order of equal value later at a time of his choosing.
Ask the customer what they’d like to have happen to rectify the situation. Consult with your manager or coworkers in order to determine how to move forward. If the customer’s request can be honored, do so. Otherwise, use the information you received from your coworkers or manager in order to propose an alternative to the customer. Think about how irate the customer is. If they’re extremely irritated and angry, you should go above and beyond to ensure they are placated. Consider offering them a large discount, 50-100% off their meal. If the customers are mildly or only slightly put out by the issue about which they are complaining, offer them a free drink or a free side. If the complaint isn’t terribly serious but intended more as an informational aside, such as “The table is a bit sticky,” you might just need to clean the table up a bit. Always follow your restaurant’s protocol when deciding how to handle customer complaints. Get your manager’s approval before extending an exceptionally generous offer, like a free meal. Sometimes food just needs to be reheated, sometimes it needs to be completely remade, and sometimes the customer will accept another solution entirely. Regardless, remove the undesired item with the customer’s permission.
Speaking with your coworkers is also important so you can understand what kinds of solutions are possible. For example, if the customer wants a replacement side of mashed potatoes, you’ll need to check with the kitchen before assuring the customer that you can replace them. It is possible that the kitchen has sold out of them for the night.
