Team Members

March 2009

Put Things Right

How to…

What you need to know

•

Your ability to effectively handle complaints directly

impacts your guest’s experience. Complaints should

be viewed as opportunities.

•

Handled well, complaints may actually increase

guest and Brand loyalty.

•

We have Company processes for dealing with

customer Questions and Complaints

•

Always give a reassuring response to the customer

‘of course I can help you’

•

Try to deal with all complaints yourself.

•

If the customer is not satisfied escalate

to your Line Manager

•

You are allowed to offer an exchange for

a returned product

•

Where ever possible Managers and Supervisors must

authorise monetary refunds.

•

If a customer has a serious Food Safety complaint you

must call your Line Manager Immediately who will

then follow the correct process

•

Never promise something you cannot deliver.

•

Always be polite and never argue with customers

•

Try not to take comments personally

•

If you keep calm, the customer will be calm

•

If you turn an unhappy customer into a happy one,

they will come back

•

It’s not what you say, but the way that you say it!

How we do it…

• Allow guest to vent

his/her frustration

• Ask open ended

questions, How, When,
What, Where, Who?

• Paraphrase the

information, i.e. recap
what has been told
to you.

• Thank the guest for

bringing it to our
attention

• Apologise to the

guest, using empathy

• Ask for ideas in

solving the problem

• Offer a solution

• Satisfy the guest and

their needs

• Make it happen

• If possible, use the

guest solution

• Gain commitment

from the guest

L A S T

You are responsible for…

• Always giving a reassuring first response

• Keeping calm, not arguing and not

interrupting the customer

• Explaining the query to your line manager

so the customer does not have to keep

repeating their issue over and over again

• Dealing with the customer promptly

and professionally

• Following their complaint through

to its conclusion

• Leaving the customer with a positive

impression that will LAST:

Team Members

March 2009

isten

pologise

atisfy

hank

Your challenge…

• With your Buddy practice L.A.S.T. • Find out where the Comment Cards are kept

• Observe your line manager the next time they have to deal with an issue