Handle Customer Complaints About Food

If you haven't been in this situation, you may know of someone who has. Bad food isn't something that is really an alien issue. However, in an establishment where your job is to deliver delicious eats, there may be a point in time where you have to confront a customer that is not completely satisfied with their decision or the quality.


Steps
1. Remember the LAST method.

1. LISTEN: Let the customer say everything they need to say. If they are interrupted, they will feel the need to start over. Nod and be sympathetic or empathetic toward the customer's needs.
2. APOLOGIZE: After the customer is through with their reasoning for their dissatisfaction, kindly apologize, even if there's nothing to apologize for.
3. SOLVE: At this point, decide which is the best route to take. Sometimes, food just needs to be reheated, it needs to be completely remade, or they decide on something else. Regardless, remove the undesired food from the customer with their permission.
4. THANK: While it may sound odd, thank the guest for bringing it to their attention. Many people may be too proud or do not want to inconvenience the person who is assisting them. When thanking your customer for bringing it to your attention, they are giving you an opportunity to fix the issue.

2. Practice it. If you can, practice at home, but use it all of your day to day dealings with people.


Tips

1. Be polite at all times.
2. Listen attentively.
3. Take full responsibility, even if you know it's not your fault.
4. If the customer is not satisfied with their choice, be prepared to offer alternatives based on their tastes, their beverage, or their schedule.
5. Be sensitive to the needs of the customer.

Warnings

1. Don't interrupt or be condescending.
2. Depending on the severity of the situation, you may want to inform a manager so they can take appropriate action if needed.
3. If a customer is irate, let a supervisor handle the situation.
4. Never argue with a customer.