- Listen attentively to their complaints
More often than not, we face complaints in a restaurant. Be it the long waiting queue which we can’t do much about or the slow service due to manpower shortage. Customers’ frustration arises when they have to be kept waiting and they eventually become unsatisfied and displeased. In this situation, we have to keep our cool and let them vent their frustrations. As adults, they probably know we cannot do much but they are in the moment of anger, therefore it is important that we show eye contact and express our apologies for the long waiting time, to show that their comments are not taken lightly by us. Generally, this will appease customers a little after expressing their anger.
- Portray right gestures and standing posture
Messages can be communicated through eye contact, gestures and posture. Your standing posture is extremely important as it determines your amount of involvement and interest in what the customers are saying. You should not slouch, cross your hands or put your weight on one leg as you appear to not be interested or being forced to listen to the customers’ complaints which will heighten the customers’ level of anger. It also shows that you are not being professional.
Instead, you should stand straight with both hands folded on the front, and nod politely to show that you acknowledged what the customers are saying. Afterwards, apologise for their frustrations and take action to fulfill their needs, such as speeding up their orders if they find that their orders are too slow or explaining to them that it is the peak hour and the restaurants are packed with a lot of customers, kindly ask for their understanding and assure them that you will do your best and speed up your level of service to cater to their needs.
- Be Empathetic
Some customers’ complaints may be due to the reason that they or their children are hungry or one of their eldery family members is standing in the queue despite having leg pain. You can give them assurance that you will accommodate them as soon as possible and you can offer a chair for the latter to have a seat while waiting in the queue. Your actions will be highly appreciated by their family members and brings a good reputation to you and the restaurant. This will also make them appease for a moment as they know their loved one’s needs are already taken care of despite the long wait in the queue.
- Compensate them for their dissatisfaction
Who doesn’t like compensation? I’m sure everyone does! An effective way to appease your customers is to provide them with free sides, appetisers or drinks. If your restaurant offers vouchers, you can also offer them one or two on the house. Alternatively, you can give them a discount (Eg: 10%) for their total bill. This acts as compensation for their time or the poor quality of food that does not meet their expectations. You can express to them your deepest apologies for the inconvenience and let them know that you are doing your best to resolve the issue.
The restaurant is still earning revenue from the customers’ table. A little compensation would not hurt and it goes a long way to appease the customers, increasing customers’ satisfaction.
- Reach out to them
Have customers to leave their name and contact or ask them to fill up a customer feedback/satisfaction survey/form. Follow up with the customers’ feedback and comments by emailing them after a few days and apologizing over the email (for their dissatisfaction etc). Keep it short and simple and act as a “close” to put a stop to the issue. Remember to also thank the customers for highlighting the situation so that you can resolve it. Let them feel that their feedback is appreciated and you look forward to seeing them again in the future. The customers will be able to feel that their concerns were addressed in the best way by the staff management.
The reaching out to improve customer satisfaction also increases your customer service offline. This word of action and acknowledgement goes a long way and who knows? The customer is appeased after a few weeks or months and may give your restaurant a second chance and visit again!
