Guest's Complaint - Waiter Training

 Guest's Complaint - Waiter Training:-

Handling Guests Complaints:-

hey guys welcome to Abs Hospitality Academy:-

 Today We gonna be Learning about Handling  Guest complaints.   a very important part of our job very unpleasant part of our job but once you go to the website download those steps learn it you will have much more confidence in yourself to handle or complain from a guest take the right steps and make these guests again a happy customer impress your management impress your co-workers and feel good about yourself.

so let's do it don't forget to subscribe to the Academy don't forget to like the post if you liked it share it with your friends let's spread Knowledge and enjoy life so what is a complaint, but definition complaint is a verbal or written displeasure of something that is wrong or dissatisfactory against expressing his or her displeasure between the gap of service quality received and service quality expected from the guests to be able to handle a complaint in a professional manner we have to be able to put ourselves in the position of the guest what was the guest expecting what did we promise the guest did our promise was misleading and therefore the guest's expectations were too high the formula of happy guests is when our promise equals our service equals the guest's expectations then we have happy customer happy guests who return back and bring their business back to our restaurant.

Causes Of Guests Complaints: 

so let's see what are the causes of the complaints from the guests in generally do expectations not fulfill it could be the kitchen or waiter mistake it could be a technical problem it could be the behavior of employee not especially yours but maybe somebody else maybe the guests heard something or maybe they saw something inappropriate there are unusual complaints there are guests complaining about the weather we can do nothing about it there are cultural differences that we are not familiar with because we have international guests they have some different habits.

for example for them it's not allowed what we usually normally do in our culture so that could host a complaint problems beyond our control it could be everything and of course there are a lot of cases when the guests come with pre-existing problems for example we are working in a restaurant in some of the hotels and the guests come and he's already mad because he was waiting online to check him his room was not ready the girl on the reception desk didn't pay enough attention to him or whatever him he comes and start complaining we should be able to handle all those complaints and we should be able to differentiate between the different type of complaints so let's dig deeper now you have to understand that not all the guests that complain are those loud people that scream at you yell at you call your manager and things like that there are different type of guests and they complain differently so it's very important to understand to recognize the different type of guests and be able to handle complain differently for every type of guests I know it sounds  complicated but actually it is not once you start working on the floor and once you start getting complaints we didn't have this knowledge when you read the post .

 you will have this knowledge in yourself and these things will click in right away when you have to handle complaints and you'll be able to take the right steps and act appropriately so it's not so complicated once you get some experience you'll be fine we have shy guests usually they are very quiet even if they have something to complain about they are not very willing to complain so you have to understand the mimics the gate chips you go to a guest and you ask is everything okay with you meal because you see that she ate little bit or he attend just left it and not eating more and when they say yeah it's okay all right that means it's not okay that's not voicing exactly a complaint but for us as a waiter as a professional for because of people who want to make everything right and make our guests happy that is a complaint we have to handle this immediately so you have the shyest.
now I have the suspicious case there usually grumblers they moan all the time they try to act funny friendly kind of way but actually they're voicing complaints you know well I'm not so sure I'm not this Amur that yeah that was a fine yeah that was fine but that was fine is also a complain you know that was fine in a funny way that means that something was not really fine with the meal or with the drink that doesn't mean that you have to jump right away take the plate away and just complete and on give human free stuff or something like that it doesn't mean that but it means that the guess is not a hundred percent satisfied and we can do something to make him a little bit happier so next time when he decides where to go and dine.

he say hey I know what this guy was so good last time I go back to this restaurant because they really handle this situation properly and that is all about this class that is why we need to be able to handle complaints and different type of guest sand different types of complaints properly so we can bring those gets back to our restaurant now you have the know-it-all type of guests yeah you don't do this right you know now that's not done right you know you have to do this like that well this food .was okay but you know they put so much pepper they put too much so they put this this and this you know people that they think that they know better than anybody else and they know everything and they will tell you how to do your job and how to do this and how to do that now when you have people like that you recognize the situation right away maybe he's complaining about this and that but there is a proper way to handle this kind of complaints but doesn't mean again that you will start apologizing .or  things like that you take care of this guest in a different manner from the guest that says oh yeah everything was fine yes okay .

 why you don't need nothing from the food then not so hungry now this is not good this is totally different setup we have to act differently for this case and for this one and this is not done right it's totally different acting no you have the rootless guest you know the ruthless gets a bet you know the ruthless guess they scream at you they call your nails they throw things I mean I don't need to explain for you everybody that works in our business seen or will see a rootless guest very important to know how to handle those guests.

differently now they are bluffer type of guests know people the bluff all the time they they don't want to complain directly like like the ruthless kiss hey you stupid you don't do not to write things like that they are bluffers they just Bluff you in into so they can get something extra something for free they make you uncomfortable so you pay more attention to the table and things like that so when you see a guest like that you should know how to act again in it's a different way to act with these guys friendly type of guests they talk a lot they want a lot of attention they give you a lot of tension they ask why questions huh so this is another thing hostages .the guests that never had time hey what's my mule hey what's going on man I wanting two minutes for my steak where's my steak my friend steak it doesn't cook in two minutes okay take your time relax chill have a glass of wine but not on me huh on yourself so recognizing the type of guests is very important because you will have to act differently for every different type of guest I gave you some data and facts so you know what is going on with the complaints you have to know guys 90% of the guests that come in the restaurant 90% of the guests they base their decision on product reviews and if the product reviews in the restaurant in the booking. or whatever site is good they come 88% of the people are influenced seen putting the decision on influenced the decision by the by the comment sunder the restaurant review in the comments a good they come if not they go 40% change their mind about buying a product or going to a restaurant when they read the review 40% even if the guest is decided to come in this restaurant but he reads a bad review 40% of those kids decided they're not gonna come so it is very important that .we don't ever leave the guest out of the restaurant unhappy and then she goes sit down on the computer and write a bad review this is really this is what brings the business down if the guest voice the complain and we make everything to make him happy that makes the guest even more loyal it's normal service and he's very happy with with everything without complaining and he never gonna .write down a bad review about the restaurant and we're gonna get this business back 80% fill themselves a piece as soon as they receive an answer of their feedback if somebody writes a bad feedback but he gets an answer and quick answer from the management or from whoever runs the marketing social marketing for the restaurant you know apologizing inviting the guests back giving him some discount or maybe a coupon to come and have a set or   a free meal even they really feel good about our premises again because they see that we care and we're taking care of them even if it's a little bit too late sixty percent of the kids who read those reviews check if the restaurant and so those reviews do you understand.

 what I mean it's different when you read reviews and you see that they're all bad reviews or or there are bad reviews and you decide not to go but if you see that the restaurant responded to the review they change mining game okay so you you decide to go to this restaurant but you sit down you read the reviews and you see a bad review and say oh no 40% of the guests will change their mind I said no no I'm not gonna go there but then you see the response for the restaurant .and you see you know a correct response and change wrong again 60% change your mind again okay okay the restaurant responded okay that was probably just a one-time thing or a mistake by somebody but those guys really care about that guest so 60% flip again and they come back to the restaurant and they decide to go to the restaurant just because of this respond so it's a yeah psychological game herewith the guests that we are playing so learned excuse and take care of those complaints this is one of the qualities one of the skills that you will have to have in order to grow in the company to be a supervisor to be a manager this is very very important skill without this you will never be able to grow to a management never ever so learn it thank. you guys don't forget to subscribe to the Academy let me know if you have any questions share this POST with your friends with your coworkers and stay out of trouble make a lot of money and enjoy life thank you I see you again ciao