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Handling Guest Complain presentation
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Welcome toHow to handle guest complaint in restaurantFloor training for FB Server related personThe edge restaurant, Aug 19, 2011
How to handle guest complaint in restaurant
Fact isHappy GuestWill tell to 3 peopleUnhappy GuestWill spread the story to 10 people,At leastand it always multiplies through word of mouth.
Why do guest complaint in restaurant?How to handle guest complaint in restaurant
Their expectation were not met / failure in delivering our promises
Such a difficult guest
STAGE 1
LISTENCould Create A Mental NoteWith Correct Body LanguageWhile Taking Note If Necessary
How to handle guest complaint in restaurant
Apologize With empathySincere apologyThanks for addressing the complaint to us
How to handle guest complaint in restaurant
SOLUTION / ACTIONStart from the simplest oneIf unable to: inform manager
How to handle guest complaint in restaurant
FOLLOW THORUGHget back to guestInforming the progressTake personal responsibility
How to handle guest complaint in restaurant
How to handle guest complaint in restaurantSTAGE 2
How to handle guest complaint in restaurantMANAGER / SPV TO PERSONALLY SEE THE GUESTInform guest that he is being informed of the situationExplaining of progress that is being taken Express apology
STAGE 3
How to handle guest complaint in restaurantSTAGE 4MANAGER / KEY PERSON (1ST DEALT WITH COMPLAINT) TO CHECK GUEST SATISFACTION
STAGE 5LOG / RECORD THE COMPLAINTIncident reportGlitch reportOutlet Log SheetHow to handle guest complaint in restaurant
How to handle guest complaint in restaurantSample Incident Report
Sample Glitch Report (1)
Sample Glitch Report (2)
KEY RULE
Never promise something we couldnt deliverStay calm, DO NOT ARGUECorrect BODY LANGUGEControl pitch & toneMaintain eye contactHow to handle guest complaint in restaurant
Though WE havent wowed them with the dining experience
make sure WE wow them with the way we handle the complaint !
How to handle guest complaint in restaurant
PRACTICE TIME !!!How to handle guest complaint in restaurant