Customer service tips: how to deal with irate customers
Posted On July 12, 2021
Are you ready to learn how to keep all the guests happy? You start by making sure your managers are fully trained in every position within your restaurant. They need to know all the jobs, so they can intervene if someone says they are sick or if sales are higher than expected.
The manager must be highly trained in excellent customer service. This type of service is called a “wow” service because your customers will say “wow!” about your experience at your restaurant.
One way to easily achieve that “awesome” experience is simply by telling your managers that whenever they are in direct contact with any guest, they are smiling, being polite, and attentive to the guests. If a famous person came to your restaurant, how would you treat them? All guests must receive the same VIP treatment.
In case of dissatisfied, angry or angry customers, we recommend applying the GLAD technique. This will dramatically reduce customer related issues and lead to customer recovery.
Which is the HAPPY Technical?
- GRAMor to the guest
- Ltake care of the guest
- TOapologize to the guest
- Dor what is needed to solve the problem
When approaching the upset customer, always show genuine concern. It is important to listen to the guest without interrupting him. Make sure you take the time to fully understand their concerns. Keep calm. Responding to anger in a calm way can help reduce the person’s anxiety. Don’t be fake, be real.
Always apologize to the guest, even if the customer is wrong. Even when you are sure the person is wrong, follow the mindset that the person is right. Never make excuses for why the problem occurred, but offer solutions instead.
Solutions will vary depending on the complaint and the circumstances. Offer a solution and ask if it meets the customer’s needs. Go further. Remember, an angry customer leads to other lost customers. Keep in mind that for every customer you lose, you will lose 11 customers in the next few weeks. That number will get worse because those 11 people will also repeat what they heard from the first customer. Ultimately, you could be losing hundreds of customers to one dissatisfied customer. If the matter is serious, you could even lose your restaurant’s reputation and the restaurant could end up closing.
Every customer who leaves your restaurant tells family, friends, and co-workers about the experience at your restaurant. If the experience was mediocre, they will not say anything, but if it was a very good experience in your restaurant, they will tell others. If it was a negative experience and they left unsatisfied, your restaurant’s reputation will suffer. Negative comments from your customers could spell the end of your business. Don’t underestimate the power of word of mouth. Word of mouth will work for you or against you depending on the guest’s experience.
Do you really want to lose business due to customer complaints? Teaching effective customer service techniques to your managers and staff should be at the top of your to-do list.
Teach your managers to be proactive in preventing customer-related issues. The manager’s presence in the dining room is a wonderful way to reduce customer complaints. The manager must spend at least 80% of his time in the dining room and only 10% in the manager’s office.
The manager must also physically approach each customer’s table to make sure the WOW guest service is in effect. The manager must also learn to detect negative body language and how to express positive body language.
How do customers show their dissatisfaction with their body language?
- When you are in direct eye contact, you can witness the anger in the client’s eyes.
- See food intact, especially when everyone at the table ate their food, except for one customer who barely touched their food.
- The manager asks the customer, “So how was your food and service tonight?” The client responds: “Okay.” If the customer was completely satisfied with both the service and the food, they can say it was “excellent” or “excellent”, not just “good”.
- When you look at a guest and have an uncomfortable “gut” feeling, act on that feeling.
- You see a customer looking around like he wants someone to help him. You can even see them looking at a server talking to other clients.
What is your body language saying?
- Always use direct eye contact when speaking with your guests. Never look away while talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.
- Never cross your arms when talking to guests, this could be interpreted as rejection or anger.
- Never roll your eyes as this is very disrespectful and it seems like you are belittling their concerns.
- Constantly listen to the guest, even if he is angry. It can be helpful to allow the person to vent their anger. Always acknowledge your feelings.
- Ask the customer what would improve the visit to your restaurant.
What do you do with Moody’s clients?
This is your chance to change the customer’s mood from bad to good. Make sure you are on top of everything and pay attention to details. If you have any concerns about your experience, you can even bring a free appetizer or dessert to the table. It may appear that you are wasting money by “giving away” food or “discounting” your meals; however, you will lose more money for each customer lost than for that single food or meal. If you turn things around successfully, then you can create repeat business. Kindness and consideration of her needs will often outweigh her anger.
A wise person said, “How you handle positive feedback is important, but it’s more important to know how to handle negative feedback.” Be sure to tell customers that you appreciate the fact that they took the time to share their experience with you. Don’t make excuses, look for solutions. Don’t disagree with the customer, even if you know the guest is wrong.
If you don’t learn from your mistakes, you are doomed to repeat them over and over again.