How to Professionally Handle Complaints

Transcript

Trainer: All right. So if there’s a complaint such as slow service, you always want to start by listening to the customer. That is really the most important thing. Customers always just want to feel heard. So I will listen.

I will hear, “Oh, yeah, the service is kind of slow.”, “We’ve been really, really busy today. I’m going to go check with the kitchen about your order right now. Can I get you a drink while you wait?” Try and offer them something a little bit smaller that they can have to kind of mediate in between that period, and just apologize and empathize with them and say, “I’m going to try and get that to you as soon as possible.” Make sure you’re making the eye contact and a smile, and just try and apologize. “My apologies. I’ll do what I can.”