Subject
Year
: V0032 - Restaurant English
: 2009 - 2010
Dealing with Complaints
Meeting 9
Brainstorming
1. Why do customers complain?
2. Is complaint good or bad to the restaurant?
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Complaint
• An expression of pain, dissatisfaction, or resentment
• an expression of displeasure
• an expression of discontent, regret, pain, censure,
resentment, or grief; lament
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How to handle complaints: DOs
1.
2.
3.
4.
5.
6.
Listen attentively (eye-contact; bend to speaker’s level)
Apologize
Ask questionss to find out the facts
Find a solution
Get the guest’s agreement to the solution
Solve the problem
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How to handle complaints: DO NOTs
1.
2.
3.
4.
5.
6.
Get upset or angry
Interrupt the guest
Blame others for the problem
Blame the guest
Argue with the guest
Justify the situation
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Handling complaints in reservation
A guest claims that he has made a reservation, but in
fact, his name is not on the register
• Apologize if you can’t find their name
“I’m sorry, there’s no record of your reservation”
“I’m afraid, your name is not in the reservation record”
• Listen carefully to the complaint
• Ask questions to find out the facts
“ Could you tell me when you made the reservation?”
“ Do you remember when you made the reservation?”
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Handling complaints in reservation
• Offer a possible solution
“If you can wait, I will be able to give you a table”
• Offer a place to wait for the table
“ You can wait in the bar”
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Handling complaints during service
- A guest complaint about his food
“My steak is overcooked”
- Listen carefully and apologize to the guest
“I’m very sorry, sir”
- Offered a solution
“I’ll inform the chef and get you another steak”
- Ask for the guest’s agrrement to the solution
“Would you prefer something else?”
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Handling complaints during service
- Take the plate and tell the chef the problem is
- The chef will prepare another steak
- Serve the mal and apologize again
“I’m sorry about this, sir. Thank you for waiting. I hope
this will be all right.”
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Important phrases
• Have a hard time = find yourself in a difficult situation
• Deal with complaints = try to find a solution to certain
problems
• Interrupt someone = start speaking befor the other
person can finish what he is saying
• Not satisfy with = not pleased or happy about something
• Overcooked = cooked too much
• Ask for agreement – ask if the person accepts something
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Important phrases
• Blame [someone] = say that someone has done
something wrong
• Justify = guve reasons to show that something /
somebody is right
• Argue with someone = express a different opinion from
that person in an angry way
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Activity
•
•
•
•
•
Practice the language in handling complaint in groups
In groups: create a complaint in a restaurant!
As a waiter  do the procedure in handling complaint
As guests  complain about the service given.
The lecturer will ask you to demonstrate a role-play
randomly
• Watch and analyze your friends performing. You are free
to give comment and input
• Do your best!!
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What do you say to these particular complaints?
•
•
•
•
•
•
I’ve been waiting for over 20 minutes for the menu!
My coffee is not hot!
This glass is dirty!
The bill is not correct!
This meat is over-cooked!
There’s too much salt in this soup!
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