Proven Practices to Turn Disappointed Diners Into Happy, Loyal Guests

What You Will Learn

Nobody likes to get a complaint, but in the restaurant business, mistakes and complaints are going to happen. That's just a fact. So, if you know they're coming shouldn't you and your entire team be prepared to respond in the best possible way?

In this course, you'll learn how some of the most successful and award-winning companies in our industry handle complaints. You and your entire team will learn how to respond in ways that will lead to quicker resolutions and most importantly, guests leaving knowing that you genuinely cared and did your very best to make it right.

Handling mistakes and complaints effectively will provide you with insights to make your restaurant better and make guests much more likely to return and give your restaurant another shot.

• The high cost of not resolving complaints and losing a customer forever
• Calming language and phrases to use with upset customers
• Why every complaint is a gift, an opportunity to exceed your guests' expectations and create even greater loyalty
• Ways to remain calm and poised when dealing with irate, emotional guests
• 5 proven steps to resolve most complaints
• Dealing with extra difficult guests, what do say when you can't say "yes"
• 4 things to never do or say to an upset guest
• How to empower and train your front-line staff to give them confidence and skills when dealing with complaining guests
• Proven ways to "make it right" so guests leave feeling well-served and much more inclined to return and tell others how well they were treated