Calming the Cranky Customer
It doesn't matter how well trained, courteous and professional your staff is - at some point over the course of running your restaurant (probably more than once) you or your management staff is going to have to deal with an upset customer. It's just a simple fact of business, you can't please all of the people all of the time. Sometimes things go wrong, sometimes mistakes are made and sometimes you get that one customer who just wants to complain about anything and everything. You can't stop it from happening, but you can turn that potentially volatile situation into a boon for your business.
Your General Staff - Your First Line of Defense
When a customer has a problem, chances are you or your management staff isn't going to be right there to smooth things over. The person who has to deal with the problem first will be one of your general staff. Unfortunately, by virtue of being the first to be approached with the issue, this staff member will also probably bear the worst of the customers wrath.
For this reason it is critical that your staff be thoroughly trained on how to handle these situations when they come up. Employees should be trained to listen attentively to the complaint and understand exactly what it is that the customer is concerned about. No matter how upset the customer is, the employee should always remain courteous and never respond emotionally to the situation. Often a courteous and sincere apology by the staff member is all the customer needs.
Alerting Management
If the situation cannot be diffused by a simple apology, the staff member needs to be able to relate the issue to the manager clearly and concisely. An already irate customer can become even more upset if he or she has to repeat the complaint again to the manager. For this reason, employees need to be drilled on not just responding to complaints, but striving to really understand them. Sometime, even if the staff members apology failed to sooth the customer, getting a sincere apology from someone with authority who understands the concern clearly can calm the customer.
Dealing With the Issue
If the customer's concern requires action beyond a simple apology from the staff and manager then management should explain exactly what steps he or she plans to take to remedy the situation. This lets the customer know that his or her concern is actually being taken seriously. If there is immediate action that can be taken to alleviate the concern, such as replacing a chanel handbags food item or providing a clean utensil, then that immediate concern should be addressed before taking any other action. Once the immediate concern has been remedied then often a token gesture of apology, such as a complimentary dessert, can help turn the situation around.
Thanking the Customer
Sometimes it may seem absurd, especially if the complaining customer is especially obnoxious in their way of expressing the problem, but always thank the customer for being understanding and for frequenting your establishment. Bear in mind that even if the customer never returns to your establishment, there are others who see how you handle the situation and form their opinions accordingly. Treating one complaining customer with dignity, respect and concern can place your restaurant in a positive light for every other customer present. Author Resource:-Get free information on how you can monetize your used oil. Call the Filta Group
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