Handling Guest Complaints and
Problems in a Restaurant /
Coffee Shop
Approach the guest and ask politely if there is a problem:
Excuse me, may I help you Mr. Samuel? (Listen with
concern and empathy).
Stay calm. And never argue with the guest.
Be aware of the guest's self-esteem. Show a personal
interest in the problem, Try to use the guest name
frequently.
Tell the guest what can be the best done. Offer choices.
Don't promise the impossible, and don't exceed your
authority.
Set an approximate time for completion of corrective
actions. Be specific, but do not underestimate the amount of
time it will take to resolve the problem.
Monitor the progress of the corrective action done to resolve
the guest complaint.
Follow up. Even if the complaint was resolved by someone
else, Contact the guest to ensure that the problem was
resolved satisfactory.
Restaurant staff should take corrective actions without any
hesitation.
Apologizing and taking action as per issue:
I’m so sorry (about this), Mr. Samuel.
I’m terribly sorry (about this).
Please accept (our / my) sincere apologies, Mrs. David.
For Complaints about the food:
Shall I bring you another Juice ?
I’ll bring you another one right away.
I’ll change it right away.
I’ll speak to the chef, and see what we can do.
Would you like your steak cooked a little more?
Would you like to order something else instead?
I’ll have the kitchen prepare another one. Would you like
some wine while you are waiting?
About the service:
I’ll attend to it right away. / I’ll look into the matter at
once.
I’ll see about your order right away.
Excuse me, Mr. Bernard. It will be about another (15)
minutes for your chicken soup to get ready.
Your food will be ready in about (15) minutes. (Apologize if
there has been a delay.) Thank you for your patience.
About the air-conditioning:
I’ll turn the air-conditioning (down / up / off).
Would you like to move to a warmer place / table?
About the table:
I’m afraid all the tables (near the pool / lake view area) are
already taken. I’ll let you know as soon as when one is free.
I’m sorry, but the restaurant is very full at the moment. This
is the only table I can offer you.
Spillages and Breakages:
Let me help you, Mr. Wilson. / Allow me, Mr. David.
I’ll fetch you a (towel / some water).
I do apologize for the accident, Mr. Langer. May I have it dry
cleaned for you?
Complaining
Menyampaikan keluhan
Customer This soup is not warm enough. Supnya kurang hangat
2
Waitress I'm sorry for this inconvenience, Mam. I'll have Saya minta maaf atas ketidaknyamanan ini, Bu. Saya akan
the chef warm it up. Just wait for a minute, meminta koki untuk menghangatkannya. Mohon tunggu
please. sebentar.
Customer By the way, why is our meal taking so long? Ngomong-ngomong,kKenapa pesanan makanan kami lama?
1
Waitress Well sir, the steaks need much time to make it Maaf, pak. Bistik butuh waktu agak lama untuk matang
very well done. I think it will be served in a few sempurna. Mungkin sebentar lagi akan segera disajikan.
minutes.
After some minutes. Setelah beberapa menit.
Waitress Here are your steaks. We apologize for letting Ini bistik pesanannya. Kami minta maaf karena membuat
you wait for a long time. Anda menunggu lama.
Customer No problem. Thanks anyway. Tidak masalah. Terima kasih.
1
Waitress You're welcome and enjoy your meal. Sama-sama dan selamat menikmati.
Customer Thank you. Terima kasih
1
Complaining
Menyampaikan keluhan
Customer Excuse me. Maaf.
1
Waiter Yes, sir. Ya, pak.
Customer The chicken is not cooked well. It's still Daging ayamnya kurang matang. Warna bagian dalamnya masih
1 red inside. merah.
Waiter I'm sorry about that. I will get you a new Saya minta maaf. Saya akan membawakan Anda yang baru.
dish.
Customer Thank you. Terima kasih
1
Customer My grilled salmon is scorched. It tastes Ikan salmon bakarnya gosong (hangus). Rasanya pahit.
2 bitter.
Waiter I'm very sorry. I will get you a new dish Saya benar-benar minta maaf. Saya juga akan membawakan Anda
also. makanan yang baru.
[10'minutes later] [Sepuluh menit kemudian.]
Waiter Here you go. I'm sorry for the Ini pesanan Anda. Saya minta maaf atas ketidaknyamanan ini.
inconvenience.
Customer It's okay. Thanks! Tidak apa-apa. Terima kasih.
1
Customer Thank you! Terima kasih!
2
