Dealing with Complaints Meeting 9 Subject : V0032 - Restaurant English Year : 2009 - 2010 Dealing with Complaints Meeting 9

Why do customers complain? Is complaint good or bad to the restaurant? Brainstorming Why do customers complain? Is complaint good or bad to the restaurant? Bina Nusantara University

Complaint An expression of pain, dissatisfaction, or resentment an expression of displeasure an expression of discontent, regret, pain, censure, resentment, or grief; lament Bina Nusantara University

How to handle complaints: DOs 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 Bina Nusantara University

How to handle complaints: DO NOTs Get upset or angry Interrupt the guest Blame others for the problem Blame the guest Argue with the guest Justify the situation Bina Nusantara University

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?” Bina Nusantara University

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” Bina Nusantara University

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?” Bina Nusantara University

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.” Bina Nusantara University

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 Bina Nusantara University

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 Bina Nusantara University

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!! Bina Nusantara University

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! Bina Nusantara University