Chapter 3
Purpose of Handling Guest Complaints Training
Best Practices for Handling Complaints
Guest complaints are opportunities to show Yumbii’s commitment to hospitality and high standards. When complaints are handled calmly, respectfully, and proactively, they often leave guests with a better impression than if nothing had gone wrong at all.
This module teaches FOH staff to approach complaints with empathy, confidence, and problem-solving skills, aiming to resolve issues in a way that restores and strengthens the guest’s trust.
Stay Calm and Composed
Objective: Respond to each guest with patience and calmness, even if the complaint feels frustrating or unexpected.
Examples:
Take a deep breath before responding, using a calm and steady tone.
Remember that each complaint is not personal—it’s a chance to improve the guest’s experience and Yumbii’s service.
Listen Actively
Objective: Show that you value the guest’s feedback by giving them your full attention without interruption.
Examples:
Nod and maintain eye contact to demonstrate engagement.
Repeat key details to show you’re listening (e.g., “So you mentioned that the food wasn’t as warm as you expected—let’s make that right.”).
Acknowledge and Empathize
Objective: Show understanding and empathy to make the guest feel heard and respected.
Examples:
“I’m really sorry to hear that your meal didn’t meet expectations. Let’s fix that for you.”
“Thank you for letting us know—we appreciate the chance to make it right.”
Take Immediate Action
Objective: Resolve the complaint quickly and proactively, offering solutions that address the guest’s concern directly.
Examples:
If the food was incorrect or unsatisfactory, offer to replace it or adjust the order as needed.
For slower service, offer an apology and assurance of faster service, or provide a small goodwill gesture, such as a free drink or side.
Follow Up with the Guest
Objective: Ensure the guest feels satisfied with the solution and appreciates the team’s efforts to correct the issue.
Examples:
After delivering the replacement order, check in to confirm everything is satisfactory.
Offer a final apology or thank you as they leave, encouraging them to return in the future.
Step-by-Step Approach to Handling Complaints
Approach the Guest with a Calm Demeanor: Begin by walking over with a friendly expression, showing the guest you’re here to listen and help.
Listen Actively and Gather Information: Give the guest space to explain the issue. Avoid interrupting or making assumptions; instead, let them share the full story.
Acknowledge the Complaint and Apologize: Apologize sincerely, showing empathy for their experience, regardless of the nature of the complaint.
Propose a Solution: Offer a practical solution that addresses their issue. This might include replacing an item, adjusting their order, or offering a small compensation if necessary.
Implement the Solution Promptly: Take immediate action to resolve the complaint, following up with any other team members needed to complete the request.
Check for Satisfaction and Express Thanks: Return to the guest to ensure they’re satisfied and thank them for giving you the chance to make it right. Encourage them to return by ending on a positive note.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)
Scenarios & Sample Scripts for Common Complaints
Scenario 1: Food Temperature Complaint
Complaint: “My food isn’t as hot as I expected.”
Response: “I’m really sorry about that—let’s get this fixed. I’ll have the kitchen prepare a fresh, hot serving for you right away.”
Scenario 2: Long Wait Time for Food
Complaint: “I’ve been waiting for a while, and my food still isn’t here.”
Response: “I apologize for the delay. We’re preparing your order as quickly as possible. I’d be happy to bring out a side dish or a drink on the house while you wait.”
Scenario 3: Unsatisfactory Taste or Quality
Complaint: “I didn’t expect the taco to be this spicy.”
Response: “I’m sorry that it wasn’t what you expected. I’d be happy to bring out a milder option for you, or I can offer a cooling side like our guacamole.”
