HANDLING COMPLAINTS

 A WISE SERVICE EXPERT

ONCE SAID

"WHEN SERVICE

FAILS,

FIRST TREAT

THE PERSON,

THEN THE

PROBLEM"


"THE SERVICE PROVIDERS OF BUSINESS ESTABLISHMENTS CREATE THE OVER-ALL ATMOSPHERE. NO HI-TECH GADGET OR EQUIPMENT NOR EXPENSIVE FURNITURES AND FIXTURES WILL EVER TAKE THE PLACE OF A WARM SMILE, A SINCERE GREETING AND A CHARMING CONVERSATION".


"WE ARE IN THE BUSINESS OF TAKING CARE OF PEOPLE WHO INCESSANTLY WANT TO HAVE A FANTASTIC EXPERIENCE AND A GREAT TIME WITH US. WHEN WE DO SO, OUR CUSTOMERS SHALL LEAVE WITH A SMILE AND A VOW TO RETURN".


DIFFICULT CUSTOMERS

Suggestions on how to handle customers:

The Early Customers - receive him courteously and explain when the service will begin. Offer him a comfortable seat something to read. If the bar is ready, offer him some drinks. DO NOT DRIVE THEM AWAY.

The Late Customers - Make them feel welcome. If the food selection is limited because some items are no longer available, explain that it is near closing time but assure him that he will be served. Endeavor to provide good service without making him feel that he is being hurried.

The Hurried Customer - Recommend Dine-out Service or Counter Service. Tell him in advance how long service will take.

The Over-familiar Customer - Be Courteous but dignified with him. Avoid long conversations. Stay away from his table unless actual service is needed.

The Grouchy Customer - Meet him cheerfully as you do with other pleasant guests. Listen to his complaints patiently. DO NOT ARGUE WITH HIM. Do not be distressed with seemingly unreasonable complaints. THE CUSTOMER IS ALWAYS RIGHT.

The Angry Customer - Listen to him as with the grouchy guest. Do not argue nor raise your voice. Show humility in your manners. Follow the four P's in dealing with his problems. There is no point of WINNING an ARGUMENT and LOOSING A CUSTOMER.

The Trouble Maker - Be courteous and again do not draw into arguments. Neither should you participate in criticism of management nor make statements that may be construed as complaints of food service. Warn other food servers serving the trouble to avoid antagonizing him. Report immediately to your supervisors.

The Tired Customers - Seat him at a quiet table. Assist him with his loads and packages, if any. Offer a cold refreshing drink immediately. Hand him the menu and don't rush him to order.

The Undecided Customer - Ask him immediately for the things they want and start suggesting alternatives. Do not let a second start slip when they would decide to go somewhere else. Seat them as soon as you could.

The Walkouts - Studies show that about 95% of customers who leave without paying were people who were made to wait and were impatient to pay, so they leave. Inattention and poor service are often the reason for some customers to leave without paying and muttering, "Well, if you don't want my money…" Food servers are held responsible for walkouts. Proper service and attention are strong preventive measures for potential walkouts.

The Souvenir Hunters - Menus, napkin holders, ashtrays and other articles are of interest are fair games for souvenir hunters. Do not point an accusing finger. Ask politely for the articles and offer the guests anything for souvenir without offending. BE SURE BEFORE YOU ACT.

"COMPLAINTS ARE NOT GOOD NOR BAD, RIGHT NOR WRONG. THEY ARE OPPORTUNITIES TO SERVE CUSTOMERS IN DIFFERENT WAYS".


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