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HC Revision - Coggle Diagram
HC Revision
Dealing with Complaints
Listen
In any situation where you're being confronted, it helps to actively listen as it can help them to calm down. They will feel like their viewpoint is important to you and help reassure their opinion
Stay Calm and be Polite
If you feel a little irritated, take some deep breaths. When the customer is unhappy, it will be likely that the tension will be high. This is why it's important to stay calm and be as polite as possible This is so the problem won't esculate into something it doesn't need to
Use Body Language
Body language can be very powerful to help the situation. Crouching if the customer is sat down, stand confidently if they're stood up; and make sure that you're approachable
Don't Blame People
When faced with a complaint, it is tempting to blame other staff. Most people feel the need to be in the right. However, making the customer happy should be the first priority. You can figure out what's wrong and how to deal with it after the complaint
Take Ownership
When things do go wrong that are maybe your fault, never be afraid to admit that you made a mistake. Showing humility and willings to learn from your mistakes can show a positive influence on the customers
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Train the staff
Not everyone is comfortable with handling complaints but you can help train them to not make the same mistake next time. Make sure that they know the guidelines and can always ask for help if they need it. By involving the manager it can also help make routines to ensure the food is perfect before being sent to the customer
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Learn from Mistakes
One of the best responses to a complaint is to take into consideration what the customer has said and learn from your mistakes. Remember, although that customer complained, there could be more people who haven't spoken up about it. Always ensure you do what you can to fix the issue
Always Respond
Nowadays, people may not be perfectly comfortable complaining and will instead write a negative review online. By making sure that you respond to each negative comment, it shows your commitment to your customers and how you want the business to succeed
Kitchen
Head Chef
In charge of the whole kitchen. Will control and direct the food prepation process and will approve the dishes before they are sent out to the customer. Responsible for ensuring that the kitchen meets all the regulations and requirements (like hygiene and food safety)
Sous Chef
Second in command. Supervises the kitchen staff below them and assists with the planning of the menu, inventory and supplies. They have to ensure that the food is to its best quality before going out to the customer and that the kitchen is as clean as possible
Commis Chef
The Commis Chef will typically assist the Chef de Partie in the kitchen. They will help prepare the ingredients and assist the Chef de Partie with whatever tasks they're doing. They are usually moved around the kitchen to help different chefs in different departments
Chef de Partie
The Chef de Partie will run a specific part of the kitchen. They will report to the Sous Chef with anything they need to report and will be responsible for preparing, cooking and presenting the food in their department. They will also oversee the maintenance of the kitchen and its food safety standards
Apprentice Chef
The Apprentice Chef will work alongside the qualified chefs assisting in all aspects of food preparation and production. It is a temporary training position and is bound by the terms of reference contained within the contract
Pot Washer
The Pot Washer is responsible for cleaning the kitchen, utensils, fridges, etc. They will report to the Head Chef so they can oversee how well they've cleaned the kitchen. It is important that the Pot Washer cleans everything well to prevent infection in the kitchen
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Types of Services
Table
Considered to be a common type of service. In this service, the customer will sit at a table and be greeted by a waiter to take their order. The customers will be given a menu to choose from and will wait for the chefs to cook it and serve it
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