2. Dealing with Complaints Meeting 9
Subject : V Restaurant English
Year :
Dealing with Complaints Meeting 9

3. Why do customers complain? Is complaint good or bad to the restaurant?
Brainstorming
Why do customers complain?
Is complaint good or bad to the restaurant?
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4. Complaint An expression of pain, dissatisfaction, or resentment
an expression of displeasure
an expression of discontent, regret, pain, censure, resentment, or grief; lament
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5. How to handle complaints: DOs
Listen attentively (eye-contact; bend to speaker’s level)
Apologize
Ask questionss to find out the facts
Find a solution
Get the guest’s agreement to the solution
Solve the problem
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6. How to handle complaints: DO NOTs
Get upset or angry
Interrupt the guest
Blame others for the problem
Blame the guest
Argue with the guest
Justify the situation
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7. Handling complaints in reservation
A guest claims that he has made a reservation, but in fact, his name is not on the register
Apologize if you can’t find their name
“I’m sorry, there’s no record of your reservation”
“I’m afraid, your name is not in the reservation record”
Listen carefully to the complaint
Ask questions to find out the facts
“ Could you tell me when you made the reservation?”
“ Do you remember when you made the reservation?”
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8. Handling complaints in reservation
Offer a possible solution
“If you can wait, I will be able to give you a table”
Offer a place to wait for the table
“ You can wait in the bar”
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9. Handling complaints during service
- A guest complaint about his food
“My steak is overcooked”
Listen carefully and apologize to the guest
“I’m very sorry, sir”
Offered a solution
“I’ll inform the chef and get you another steak”
Ask for the guest’s agrrement to the solution
“Would you prefer something else?”
Bina Nusantara University

10. Handling complaints during service
Take the plate and tell the chef the problem is
The chef will prepare another steak
Serve the mal and apologize again
“I’m sorry about this, sir. Thank you for waiting. I hope this will be all right.”
Bina Nusantara University

11. Important phrases
Have a hard time = find yourself in a difficult situation
Deal with complaints = try to find a solution to certain problems
Interrupt someone = start speaking befor the other person can finish what he is saying
Not satisfy with = not pleased or happy about something
Overcooked = cooked too much
Ask for agreement – ask if the person accepts something
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12. Important phrases
Blame [someone] = say that someone has done something wrong
Justify = guve reasons to show that something / somebody is right
Argue with someone = express a different opinion from that person in an angry way
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13. Activity Practice the language in handling complaint in groups
In groups: create a complaint in a restaurant!
As a waiter  do the procedure in handling complaint
As guests  complain about the service given.
The lecturer will ask you to demonstrate a role-play randomly
Watch and analyze your friends performing. You are free to give comment and input
Do your best!!
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14. What do you say to these particular complaints?
I’ve been waiting for over 20 minutes for the menu!
My coffee is not hot!
This glass is dirty!
The bill is not correct!
This meat is over-cooked!
There’s too much salt in this soup!
Bina Nusantara University