How to Handle Dissatisfied Customers

How to Handle Dissatisfied Customers

AJAR Hospitality

How to Handle Dissatisfied Customers – Hello Ajarian! Whilst most customers will be happy, some customers will naturally have a problem with their food or beverage item.

If they are dissatisfied, they can tell waiting staff and a course of action can be set in place to rectify the problem.

Remember, if you are going to ask guests whether or not they are satisfied, you have to be prepared for those who tell you they aren’t!

Don’t treat these guests as ‘complainers’, but view the situation as an opportunity to turn a problem into a positive service experience. Listen to their complaints, apologize and act quickly to fix the problem.

Problems may include:

  • The steak is tough
  • The meal is cold
  • The steak is not cooked as ordered
  • Special requests have not been met.

When you replace the ‘problem’ meal, apologize again and implement another three-minute check to ensure that the replacement meal is to the guest’s satisfaction.

Offer alternatives

If a customer is not happy with their dish and it appears that any requested changes will take a long time, you may wish to provide the customer with a number of options so that they are not left with nothing to do, whilst everyone else is eating.

Possible options include:

  • Replace meal quickly
  • Allow them to take some items from the buffet whilst they are waiting
  • Provide a plate of snacks including rice, salad, bread or fries
  • Suggest fast cook items to that a dish will be ready when others are also eating.

Speed is very important, especially where the guest is part of a group, as we do not want one diner eating their meal long after their fellow guests have finished. This can be embarrassing for them, and is a very public indication that we have got something very wrong.

Read also: How to Handle Questions Where You Don’t Know the Answer

Nurturing You to Grow®

Written by: Alan Hickman, Nick Hyland

Subject Matter: Provide food and beverage services

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