Handling of a complaint
Standard solution for dissatisfied guests
§How to handle complaints
- 01Listen to the end without interrupting or defending yourself.
- 02Show understanding and apologize sincerely for the inconvenience.
- 03Ask clarifying questions so you understand the problem precisely.
- 04Suggest a concrete solution — e.g. new dish, adjustment or something else suitable.
- 05Involve kitchen or manager if necessary.
- 06Follow up that the guest is satisfied with the solution.
- 07Note and pass on what went wrong so the error is not repeated.