Customer Issues

Receiving a complaint is an opportunity to win over our client and helps us improve.

Customer complaints are part of the waiter’s job, and we must be prepared to respond to them efficiently.

When a customer has a complaint, we must listen to him carefully, without interrupting, let him tell us his problem and can be downloaded.

It’s important to pay attention to what they are telling us so that we can respond to their complaint effectively and show that we really care and want to solve the problem.

Immediately resolve their complaint and offer compensation for the bad time.

Don’t take my client’s anger personally and get angry too. People do not go to the restaurant with the idea of disturbing the waiter, they expect to have a good time without setbacks, they are paying for it, so if something went wrong their frustration is understandable and it is our duty to give a compensatory and immediate response.

“The client is always right”, no but yes… let us remember <<perception is reality>> it may be that my client’s complaint is not justified in our view, but for him it is real and important, therefore, I should not try to convince him that he is wrong or argue with him. It is easier and gives better results, to kindly solve the problem than to try to convince you that you are wrong.
For example, if you tell us that the wine is not at a good temperature (and it is), we can answer you in a good way that it is at the recommended temperature for consumption but that if you like it colder (or not so cold), we will gladly serve it at the temperature that is to your liking.

Never say NO, in case it is not possible to provide you with the solution you expect, I offer you options and, of course, compensation.If I have a client who rude with me, for something that has not gone well and I did not know how to handle it in the right way, it is best to communicate the situation to a superior and ensure that a colleague continues to attend to it, it will be the best for both, and the client will be better predisposed to forget his anger. It is always better not to get to this point, understanding that there are things that I will not be able to respond to and that there are really very difficult people to deal with, knowing the time to delegate to someone with more authority can make a big difference.