Download - How to Handle Guest Complaint
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Welcome toHow to handle guest complaint in restaurantFloor training for FB Server related personThe edge restaurant, Aug 19, 2011
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How to handle guest complaint in restaurant
Fact isHappy GuestWill tell to 3 peopleUnhappy GuestWill spread the story to 10 people,At leastand it always multiplies through word of mouth.
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Why do guest complaint in restaurant?How to handle guest complaint in restaurant
Their expectation were not met / failure in delivering our promises
Such a difficult guest
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STAGE 1
LISTENCould Create A Mental NoteWith Correct Body LanguageWhile Taking Note If Necessary
How to handle guest complaint in restaurant
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Apologize With empathySincere apologyThanks for addressing the complaint to us
How to handle guest complaint in restaurant
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SOLUTION / ACTIONStart from the simplest oneIf unable to: inform manager
How to handle guest complaint in restaurant
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FOLLOW THORUGHget back to guestInforming the progressTake personal responsibility
How to handle guest complaint in restaurant
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How to handle guest complaint in restaurantSTAGE 2
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How to handle guest complaint in restaurantMANAGER / SPV TO PERSONALLY SEE THE GUESTInform guest that he is being informed of the situationExplaining of progress that is being taken Express apology
STAGE 3
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How to handle guest complaint in restaurantSTAGE 4MANAGER / KEY PERSON (1ST DEALT WITH COMPLAINT) TO CHECK GUEST SATISFACTION
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STAGE 5LOG / RECORD THE COMPLAINTIncident reportGlitch reportOutlet Log SheetHow to handle guest complaint in restaurant
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How to handle guest complaint in restaurantSample Incident Report
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Sample Glitch Report (1)
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Sample Glitch Report (2)
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KEY RULE
Never promise something we couldnt deliverStay calm, DO NOT ARGUECorrect BODY LANGUGEControl pitch & toneMaintain eye contactHow to handle guest complaint in restaurant
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Though WE havent wowed them with the dining experience
make sure WE wow them with the way we handle the complaint !
How to handle guest complaint in restaurant
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PRACTICE TIME !!!How to handle guest complaint in restaurant