Dealing with Complaints Meeting 9

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

3. Brainstorming Why do customers complain? Is complaint good or bad to the restaurant?

4. Complaint • An expression of pain, dissatisfaction, or resentment • an expression of displeasure • an expression of discontent, regret, pain, censure, resentment, or grief; lament

5. 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

6. 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

7. 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?”

8. 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”

9. 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?”

10. 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.”

11. 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

12. 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

13. 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!!

14. 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!