Topic outline
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A "complaint" is defined as one's expression of dissatisfaction.In line with this, one of the primary selling points of the Food and Beverage Industry is the quality of its customer service which always aims to achieve customer satisfaction. Thus it is vital for the Food and Beverage personnel to understand how to handle complaints and turn each complaint into an opportunity to improve its service.
Scope:
- Types of Complaint
- Handling Complaint
- Proactive vs Reactive Response
Objectives:
By the end of the session, the student will be able to:
- Identify types of complaint
- Describe how to handle the complaint
- Differentiate proactive vs reactive response
Activity:
- Reading Articles
- Comprehension Check
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The well-known phrase ‘The customer is always right’, may not always be 100% accurate, but going the extra mile in hospitality is perhaps even more important in today’s online world.
According to research from Feed It Back – the leading customer feedback and online reputation specialists- the most common complaint from customers in restaurants was the ‘Speed of Service’. As much as 20% of negative feedback was due to slow service or long wait times, particularly the wait between clearing away the starters and receiving the main courses. Customers also found it frustrating if people who arrived later received their food first.
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View Start discussions: 1 Post replies: 1 Make forum posts: 1
This is an open forum for everyone to post the worst complaint you have ever made in a restaurant before.
- Think of (1) one, the worst complaint, you made in the restaurant before.
- In the subject line, write a line that summarizes your complaint.
- In the message box, explain in detailed what the complaint is about.
- You can attach images supporting the complaints made.
- You are required to read your friends' posts in the forum and make comments.
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View Make a submission Receive a grade
Read the complaint letter. (Click here to read the complaint letter)
After reading and analyzing the letter, answer the following:
- Identify the complaint points of the sender.
- On each complaint identified, explain how are you going to recover from it.
- Create a response letter to the sender.
Submit by Friday, February 12, 2021, at 10.00 HRS