COMMON CUSTOMER COMPLAINTS
Customer complaints are common, often times people are having a bad day, they might be hungry or suffering mental health issues. Don’t take these personally, BUT some complaints are valid, these are the ones to worry about!
How will you handle them? Who will you tell? What are the complaint scripts?
Types of complaints usually fall into these categories:
1.Pricing complaint - too expensive!
2.Personal attack or complaint about a staff member or the management
3.Circumstances beyond your control - something external you have no power over
4.Circumstances you can control - when you messed up
5.False information - people saying things that are not true
6.The rant - they go on and on and on!
7.Silent treatment - you can tell by the look on their face that there's a problem
I didn't know this would have so much chilli in it - I can't eat it!
Thanks for the feedback, whilst it does have chilli in it, it shouldn't be over powering, would you like for the chef to make a replacement without the chilli or would you like to choose something else off the menu?
Your food is very rich - I really want something lighter!
We have some greater lighter options on there, could I help and offer some recommendations?
Customer still not happy with offering..
OK, let's see what we can do to get you something you might enjoy. What are you looking for exactly? (actively LISTEN).
Let the customer know you will check with chef and see what he can come up with. Check with chef and communicate the options back to the customer.
The information on your website is not correct - I was expecting something different!
I'm really sorry about that, do you remember if it was our website or another site you looked at the menu?
Either way:
I will let the owner know and get them to update the website today (or contact other site).
Can I assist and make some recommendations that might be similar to what you were hoping for?
I am diabetic but would really like some dessert – why don’t you have something without sugar?
Are you insane? Up your insulin and dive right in!... Tempting but no!
Wow I hadn't actually thought of that, would love to hear some ideas or recommendations I take back to my manager.
My son can't have anything with gluten in it, what can he eat?
We have loads of gluten free options, we can replace any bread, buns etc with a gluten free version. Our corn fritters are gluten free or he could even build his own from our sides menu. Do keep in mind though we are not a gluten free kitchen.
Parking in this area is a nightmare - I didn't know it would be so difficult!
Parking can be pretty challenging at peak weekend times. Most of the streets around here allow you to park unrestricted without a permit, but a hot tip is to avoid the peak times from 8.30 -10am.
You're delivering drinks on a tray and one falls on the table, going everywhere. How will you handle it, and what will you say?
We understand your first response is to swear, but do try and avoid it...
Your response to this will come down to a couple of factors:
The drink only spilt on the table
Apologise - I'm so sorry let me just grab a cloth and I'll clean that right up
Act fast - go grab a cloth and another staff member to help clean up the mess.
If the whole table is soaked (food, napkins, people)
Apologise and act fast, I'm so sorry, let's all jump up, and assess what needs to happen here. (Call another staff member, run and grab a cloth)
If you can move them immediately to another table - I think this table is unsalvageable, I'm just going to move you to another table
If anyone has spillage on their clothing, offer to have the cafe pay for the laundering of the object, again apologise - I'm so sorry I'm so embarrassed that just happened, and it's on you're beautiful (clothing).
Let them know you will immediately arrange to have all their food and drinks (that was ruined replaced immediately) - I am just going to go and speak to the team to have all of your meals and drinks replaced. I will also arrange to have your account discounted by 50%, again I'm so sorry..
** Contact Jules IMMEDIATELY
The reality of this situation is, that it does happen, even to super experienced floor staff. Jules once dropped a try of 6 beers on the father of the bride at a wedding reception. In all honesty I don't know who was more surprised the father or me. I apologised, acted quickly, built on our already developed rapport, and used appropriate Jules humour.
Mum and Dad still joke about it today.
You see someone looking unhappy and they hardly eat their food, but they say nothing when you clear the plate.
Ask if everything was ok? (If yes, offer to put it in a takeaway box.)
If no: Juniors are to seek assistance from Jules (if available) or a senior waiter.
Senior waiter: "name" has just let me know that you are unhappy with your meal, could you please let me know what wasn't to your liking? Is there something else I can get you?
See that hair on my plate? It was in my food - yuk!!
I'm so sorry, (apologise), let me take that away, I will arrange for a new dish to be prepared right away.
If customer says no they don't want it, apologise again and let them know you will remove the charge from their account.
Your prices are so expensive, and much more than others in this area!
Whilst I don't control the menu pricing, I do know that we offer some of the best food and service around. Is there anywhere is particular you are comparing us to? If yes; find out who, If no, say Thank you for the feedback I will be sure to let my manager know
I'm so disappointed, we love your (mushroom pasta) but you've taken it off the menu - can you make it for me?
I totally understand it was one of my favourite dishes! I'm sure it will circle back onto the menu at some point, can I recommend something equally as good?
Customer says ‘I hear you’ve had some problems with finding a good chef…’
It's a tough market right now but we have an amazing Chef and kitchen team, we are one of the lucky ones.
The air-conditioning is really cold - can you turn up the temperature?
Look if they are sitting right under a vent, if so let them know that's probably why and offer to move their table.
If not; Let me go see what I can do.
Can you turn it down - I don't like this type of music!
Just give me a few minutes and I will see what I can do.
Listen to the music playing, is it appropriate for the crowd and is it too loud, go skip the song.
Those children at the next table are so noisy, can we sit somewhere else? (you are full)
Currently we don't have anything else available, however as soon as we do we will arrange to move you. It shouldn't be long, I will keep you posted.
Customer says: Excuse me, just letting you know that the toilets are a bit messy and have run out of toilet paper...
Thank you so much for letting me know I will get someone onto that immediately.
That new waiter is hopeless – she has no idea what she's doing!
Junior/Runner - OK, what I'm going to do is grab a senior staff member for you.
Senior waiter - Thank you for your feedback on "Barry", he's very new to the team, did something happen I should know about? (If the answer is no, but they have been watching them and think he is useless, ACT IMMEDIATELY! Slap customer in the head...) OR maybe not
Thank you for your feedback, I will make sure to spend some additional time with "Barry".
If YES, (actively listen to the feedback, ask questions and mirror the customers statements). Then; I appreciate your feedback and will make sure to spend some additional time with "Barry".
Customer has eaten half of their pasta, and says: ‘this pasta was quite nice, but not really what I expected - can I have something else?’
Sure I will grab a menu, would you like me to box up what you have left on your plate?
THE END
Customer has eaten all of their soup, and then says: sorry, I really didn't like that, it wasn't nearly as good as last time.
I'm sorry to hear that, could you tell me why? (actively listen) Thank the customer for their feedback and let them know you will pass it onto the chef...The END
You overhear a new junior/waiter saying to a customer: 'sorry I've got no idea what the omelette is like, I don't even eat seafood!'
ACT IMMEDIATELY - go slap new staff member in the head... OR maybe try
Quickly pull the team member aside and let them know the correct way to respond. (Our crab omlette is extremely popular, it's actually something we are well known for)
Customer says: 'this coffee is not hot enough!'
If it has just been delivered, Sorry about that let me go get you a fresh one (confirm order)
If it's been at the table for sometime, ask "would you like to order another?"
You know there's a problem with the smell of cleaning chemicals in the courtyard, and a customer sits down and then says: 'yuk this place stinks!'
I'm so sorry one of our new staff members accidentally knocked over a bottle of bleach, let me see if I can move you to another table.
I haven’t been here before, and wondering if my car is safe parked around the corner?
This is a pretty good suburb, I can't guarantee it but we all park on the street and nothing has happened to our cars.