Handling

Customer
Complaints

MODULE 10
June 21 - 22, 2021 Food and Beverage Services NCII
7:30am - 10:30am Prepared by:
DANNIELYN A. GAWIDAN
[email protected]
 A customer An unhappy customer can be difficult to deal with, but they
complaint highlights a can be considered as the best kind of customer.
problem, whether
that's a problem with
the products,
employees or
internal processes.

www.superoffice.com/blog
Listen to Customer's Complaints

A satisfactory
There are two aspects to consider
customer service when dealing with customer
does not only pay relations in the restaurant
attention to technical industry.
procedures of
service. The These are the physical
conditions experienced by
graciousness,
staff and the satisfaction
warmth and basic that the customers receive
courtesies that from the food and beverage
accompany the service experience.
service are often
what matter most.

Customer Relations
Procedural Dimension Personal Dimension
It provides the system It brings the personal
what is needed for touch that makes the
achieving consistency guest feel highly valued,
and efficiency of service. accepted, and
appreciated.
 Procedural Dimension
Timeliness of
Service

This refers to the amount

of waiting time for service
staff to respond to
customers for their order,
request, or concern.

"Good morning ladies. Welcome to our coffee shop.”

“I’ll be with you in a short while sir/ma’am.”
“Would you like to look at the menu while you wait?”
 The food delivery system must be
designed such that the customers will
not be inconvenienced for some reasons
like looking for a seat, lining up for
water service, etc.

Convenience of Service
Customer’s comfort and
convenience is as valuable as the
quality of food.
 Organized and
Smooth Flow of
Service

Complaints can be
avoided if the service
delivery is organized and
coordinated with the
kitchen and other
Service deficiencies are often the concerned departments.
product of a breakdown in
coordination and communications.
 The ability of the food outlet to
anticipate what the customer
Anticipation wants and needs must be met
will enable service personnel
This means that the to respond favorably to
restaurant staff should be customers and ensure their
proactive and one step satisfaction.
ahead of the customers.
 Communication

Miscommunication and the lack

of proper communications are
often the root causes of
misunderstanding and
complaints.

Customer satisfaction cannot be achieved

without a systematic flow of internal
communications and coordination among
various work units and external
communications with customers or
patrons.
 Feedback Mechanism
Service staff must have an
open mind in receiving
feedback. It would be far better
to have the comment or
complaint come directly from a
dissatisfied customer rather
than for him to tell it to others.
 Problem Solving
Mechanism
Many customers do not
come back not because of
their complaints but more
on the inability of the
service staff to favorably
respond to their complaints
and concerns.
 Monitoring of Service

Consistent monitoring of
production and delivery of
service against standards and
performance targets should
be done.
 Professionalism

Procedures must be
designed to conform to
professional standards,
consonant to what is
considered acceptable to
the industry and
One of the characteristics being responsive to customer’s
observed in making a judgment expectations.
about professionalism is the
confidence that is clearly
demonstrated through behavior.
Personal Dimension

Personalized Service

Escorting guests towards

their table, getting them
seated, pouring drinks for
them, serving them in their
tables are among the
personalized gestures that
make guests feel special and
important.
 Enthusiasm
Willingness and eagerness in
attending to customers as
projected in a pleasant facial
expression and a smiling body
language.

Presenteeism is when a
person is present at work but
only dedicating a fraction of
his/her energy.
 Respect

Avoiding any statement

that could hurt customers’
ego and feelings, being
tactful and diplomatic in
handling objections,
complaints, and
problematic guests.
 Smiling Body Language

Demonstrating a pleasant disposition through a

smile, eye contact, and body movements that are
expressive of warm and friendly service and
refraining from unpleasant non-verbal.
 Openmindedness
Words of appreciation rather than irritation
should be expressed for comments received
especially if they are sincerely meant to call one’s
attention or service deficiencies.

“Thank you for calling

our attention about this
matter.”
 Need Satisfaction
The hosts and servers should
understand the importance of customer
satisfaction. They can improve or
worsen customers’ perception of the
restaurant in a short time.

Responding to customers’ need for attention and

recognition through:
Word of appreciation: “Thank you for dining
with us.”
Word of affirmation: “You really deserve the
best service from us.”
Acknowledgment: “I have taken note of your
comments sir.”
Empathy: “I understand how you feel.”
 Attentiveness
Immediate and prompt attention to
customers. Customers expect to be
approached immediately once they are
seated. They also want their request to be
promptly attended to by service staff.

Bringing extra napkins, an extra plate for

sharing dishes, promptly refilling water
glasses - all these things require very little
effort and only a general level of
attentiveness.
 Need for Attention,
Appreciation, and Recognition
“Good morning/evening sir/ma’am.”

“Thank you, sir, for calling our attention on this

matter.”
“We appreciate your concern, sir. Thank you for
telling us about this matter.”

“I understand your point sir. But I wish to let you

know that …”
 Need for Information

"I wish to refer you to our _____. They

have all the information about this
matter."
"May I refer you to _____. She is in the
best position to answer your
questions."
"Just a moment sir. Let me check with
_____."
 Need to Belong and to Be
Accepted

"Good morning/afternoon/evening
Mr./Ms./Mrs._____."
"Welcome back. We're glad to see you again."

"Shall I bring you to your favorite table?"

"Shall I serve you with your favorite pasts?"
"Shatt I tell the band to play your favorite tune?"

"Hope you enjoy your meal."

"Have a nice day, sir."
"Please don't hesitate to call us should you need
anything."
 Need for Safety or Security

Should one be approached by a guest for his

lost item, attempt to help him recover it by
inquiring from other staff and by checking
on the logbook.
 REFERENCES
Leo Benjamin L. Jerusalem, et. al. (2017). Food and Beverage Services NC II. Manila, Philippines: Fastbooks
Educational Supply, Inc.
Shiela A. Bernaldez, Ph.D, et. al. (2014). Meal Management with Food and Beverage Services. Bulacan Philippines: St.
Andrew Publishing House.
Amelia Samson Roldan and Benito Tangonan Edica (2008). Food Service and Bartending. Manila, Philippines: AR
Skills Development and Management Services, Inc.
Lowela P. Margallo (2018). Food and Beverage Services. Quezon City, Manila: Vibal Group, Inc.
Dennis Lillicrap and John Cousins (2010). Food and Beverage Service, Eight Edition. Retrieved from
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Tutorials Point (I) Pvt. Ltd. (2016). Food and Beverage Services. Retrieved from https://www.tutorialspoint.com/
Bernard Davis, et. al. (2008). Fourth Edition Food and Beverage Management. Retrieved from http://www.star-
resourceacademy.com/
“Customer Complaints” (n.d.). Customer Complaints. Retrieved from https://www.rbkc.gov.uk/
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