Page 46 - Marchetti Cafe Manual eBook April 2018

HANDLING GUEST C OMPLAINTS

L.E.A.R.N

This easy 5 step process will be used by all staff at Marchetti when handling
guest complaints.

L isten

Close your mouth and listen. DO NOT INTERRUPT! Let the guest blow off steam;
get it out and vent. Sometimes that’s all they really need to do. The complaint
they are expressing may not be the real problem. It may have only been the
spark that created the fury. Listen and do not take it personally. Show genuine
concern and do not offer excuses.

E mpathise

Put yourself in their shoes. Take time to understand how they feel. Then let them
know you understand their feelings. Empathise - do not sympathise. There is a
difference. If you empathise, you really feel how they feel. It’s not enough to put
yourself in their shoes at this moment, you must look at things from their frame of
reference. By understanding how your customer feels and by letting them know
that you understand their point of view, you rebuild the rapport critical to good

service. That doesn’t mean that you agree with them. It does however let them
know you care and can see their point of view.

A sk

Ask them what they would like done. Don’t randomly offer them something to
appease them. Ask them what they want. You will usually discover that they want
far less than you might think.

R eassur e

Reassure them that you will do whatever you can to resolve the problem.

Sometimes resolving the problem is beyond your control, but you can do a great
deal for the business relationship if you genuinely try to solve the problem. You
do not have to commit to making any changes, but your guest must know that
you genuinely want to fix the problem.

N e v er for get to follo w up

If you can’t resolve the issue, immediately inform your supervisor. If necessary,
get a phone number so you or your manager can follow up. If it cannot be
resolved on the spot, let them know a specific time it will be resolved or that they
will be contacted. For example, “My manager is in at 3pm tomorrow, I will make
sure they give you a call to resolve this”. Then stick to it - make sure it happens.
Always pass any feedback on to your supervisor or manager.

46 | PAGE