If your restaurant’s services leave a lot to be desired, your customers will surely tell you about it. Reacting appropriately to difficult situations is essential if you want to establish your restaurant as a renowned and reputable business. The key to handling customer complaints is to listen, apologise, and solve the issues on a priority basis. The staff members at a leading Italian restaurant in Wantirna South rely on the following seven strategies for managing customer complaints.
1. Listen to the Customer
Let the customers say all they want to with respect to the quality of your food, services, or other matters. Cutting the customers short in between their complaint may make them angrier. Let your customers know you’re listening to them and that you want to help them. Be careful with your words and body language when communicating with the customers, as you don’t want to come across as angry, bored, or offended by what they have to say.
2. Clear Up What the Customer Says
There are two ways to resolve a customer’s complaint and handle it better. The first thing to do when listening to complaints is to make inquiries about it for verification purposes. Secondly, repeat the complaints back to the customer in a different and polite tone to make sure both of you are on the same page.
3. Show Them You Are Concerned
Try not to smile or chuckle when handling a customer’s complaint. Maintain a caring, concerned, and positive outward appearance all the time. Your facial expressions and body language may influence the customer to feel as though you are really worried about his or her complaint.
4. Apologise to the Customer
Issuing an apology shows you realize your mistake and are willing to make amends. Tell the customer you made a blunder and will do anything to make it right. The customer may forgive you or your restaurant after you accept a mistake even though you didn’t make any. Be polite and courteous when apologising to an individual customer or issuing a public notice of apology.
5. Act Immediately When Taking Care of a Complaint
When a customer has a complaint, correcting it should be a priority for a restaurant owner. If a customer waits for the replacement order and another customer has an objection, it’s best to deal with the first customer. After attending to the complaint of earlier customers, you should move on to serving the next ones.
6. Solve the Problem
Solving a complaint relies on the type of situation and customer’s need. Ponder upon the customer’s complaint, behaviour, and figure out the alternatives available to you. In some cases, a simply apology will suffice, while in others, you may have to take long-term corrective actions such as firing an employee. Some of the most renowned local seafood restaurants have written rules and guidelines on how to manage customer complaints.
7. Show Courtesy to the Customers
Think of customer complaints as a way to improve your food quality, services, and ambiance. In this regard, you should always show courtesy to your customers. Many restaurants serving halal food in Glen Waverley, Ferntree Gully, Wantirna South, and other suburbs of Melbourne thank their customers for feedbacks and complaints.