Handling complaint for guest service

Handling Complaint

1. Listen what the guest complaint about.
2. Repeat what the guest is complaining.
3. Apoligize for the inconvenience.
4. Acknowledge (Show emphathy to the guest).
5. Take action to solve the complaint
6. Thank the guest for bringing the problem

Sentence that help you to handle the problem.

1. The juice is hot!
   I'll change the cold one sir/mam!
2. the plate is not clean!
   I'll change with the clean one sir/mam!
3. The pepper shaker is empty!
   I'll get you the full one.
4. The steak is completely rare!
   I'll change the medium one.
5. The soup is too salty!
   Try the different soup.
6. The fried food is burnt!
   I'll change with the medium.
7. The chicken is undercooked!
   I'll change with the medium
8. The sauce is empty!
   Try different, I'll change the new one sir
9. The coffee is strong!
   You need hot water sir?
   

Adapted from English for professional Written by Leo Sutanto