Handling Customer Suggestions and Complaints at a Restaurant
Total: 16 cards
How was...?
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asked to learn if the guest has any feedback to give, either for their dining experience or the food they ate
What seems to be the problem?
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something you ask a guest who needs your assistance regarding an issue; can also be used in a scenario where you can sense the guest needs your assistance and you approach them to help
I will get you something else. / I'll get you another...
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something you say to a guest who does not like the dish or drink served to them, perhaps because of its taste, presentation, etc.
Sorry for the delay. / Sorry for the wait.
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said when a guest may be waiting for a service or product for a longer time than what was expected
Sorry about that.
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said to apologize to a guest about an error that was made or anything that made their dining experience unpleasant
I'll get this fixed right away.
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said to a guest to let them know you are going to resolve an issue they have as quickly as possible
Sorry about the wait. We're currently short-staffed.
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said to apologize to a guest who's waiting to be served longer than usual because there aren't enough waiters or staff to tend to all customers
We value your opinion and will discuss your suggestion/complaint with our team to implement any necessary changes or improvements.
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said to indicate that the customer's feedback is greatly appreciated and will be shared with the entire staff to help them make improvements to their service or product
We apologize for the long wait time.
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said to express regret when a customer has had to wait an unusually long amount of time for their food, a table, or service
We strive to provide efficient service and we will address this issue to ensure a better experience in the future.
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said to reassure the customer that they will work to resolve an issue so it doesn't happen again
We apologize for the quality of the dish.
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said to express regret when a customer is not satisfied with the taste, temperature, presentation, or overall quality of a meal they've been served
We apologize for the inconvenience caused by the seating arrangement.
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said to apologize to a customer has had a negative experience due to where they were seated, such as if their table was too close to a noisy kitchen or in a drafty location
We will do our best to accommodate your seating preferences in the future.
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said to assure a customer that their specific seating preferences will be taken into account in future visits
Thank you for your suggestion.
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said to express appreciation for a customer's idea or recommendation
We will consider it carefully and evaluate the feasibility of implementing it in our restaurant.
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said to assure a customer that the management will thoroughly review their suggestion and assess whether it can be done
Can we offer you a gesture of goodwill as a token of our apology?
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said when offering some form of compensation (like a discount, a free dessert, etc.) to a customer as a way of apologizing for a mistake or inconvenience
