How to Handle Customer Complaints

When you're training as a waiter in a restaurant, you need to learn how to handle any situation you may come across. While waiting tables, you're likely to find customers unhappy with their food. Here is how to handle any customer complaints.

Instructions

Difficulty: Moderate

1. Check on the table after you drop off their meals. Wait approximately 5 minutes before checking on a table to give them time to start eating. You can check if they need drink refills and if the food came out to their liking.
2. Find out the exact reason for the complaint. If a customer just says she doesn't like it, see if she can elaborate on the specific problem.
3. Offer to send the dish back to the kitchen. For example, if he asked for medium-well and the steak's very bloody, tell him you'll take it back to the kitchen to fix the problem. Hurry to the kitchen and explain the situation to the chef.
4. Inquire about a possible alternative. If she doesn't like the taste of the entree, ask if she would like another selection from the menu. You should get as many details as possible about her replacement meal to make sure she doesn't want to send the food back again.
5. Talk to your manager about working with the bill. If a customer complains and sends food back, find out from your manager if you should take charges off the bill.
6. Apologize to the customer if she doesn't like the food. It's not your fault, but she'll appreciate the sentiment.

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