How to effectively handle customer complaints in a restaurant

According to many surveys in the F&B industry, over 70% of customers will not return if their complaints are not handled satisfactorily, especially with common issues such as cold food, slow service, or incorrect orders. In reality, customers complain not to cause trouble, but because they still have expectations for the restaurant.

This article will help you understand how to effectively handle customer complaints in a restaurant in a correct and practical way: from listening and apologizing to quickly resolving issues. When done correctly, this not only retains existing customers but also protects brand reputation, increases positive reviews, and ensures long-term revenue. If you own a restaurant and want to turn complaints into opportunities to retain customers, this is exactly the content you're looking for.

Tip 1: How to identify issues when customers complain about food

Step 1: How to listen and handle customer complaints in a restaurant

1. Fully listen to the customer's complaint

• Let the customer express everything they want to share, without interrupting, even if you think you understand the problem.

• Nod, maintain eye contact, and remain calm to show the customer you are genuinely interested.

• Maintain a focused yet natural demeanor, avoiding tension or defensiveness when the customer is upset.

• This is a foundational step in handling customer complaints in a restaurant because customers will only calm down when they feel truly heard.

2. Listen with an open mind, without prejudging

• Do not hastily assume the cause or conclude the issue before the customer finishes speaking.

• Focus on understanding exactly what the customer is dissatisfied with, rather than relying on intuition or past experiences.

• Thorough listening helps the restaurant accurately identify issues related to food, service time, or staff attitude.

3. Take time to make the customer feel respected

• Give the customer enough time to express their disappointment before offering a solution.

• When customers feel their feedback is acknowledged, they will be more cooperative.

• In fact, many restaurants retain loyal customers simply by skillfully handling complaints, not because of perfect food.

4. Do not argue or dismiss the customer's emotions

• Never contradict or try to prove the customer wrong, even if you have valid reasons.

• Arguing only heightens negative emotions and tarnishes the restaurant's image.

• The goal of handling restaurant customer complaints is to address emotions first, then the issue.

5. Do not downplay or minimize the complaint

• Avoid phrases like "this is normal" or "it's not a big deal."

• To the customer, their problem is real and deserves respect.

• Acknowledging the inconvenience the customer faced is an important step to rebuild trust and the restaurant's reputation.

Step 2: Put yourself in the customer's shoes when hearing a complaint

1. Clearly visualize the problem as described by the customer

• When the customer explains, try to imagine the dish or the situation they experienced in detail.

• For example, if the customer says there are hard beans in the soup, imagine:

  • Whether the beans are big or small

  • Whether they are round, smooth, or rough

  • Whether the color is fresh or dull

  • The sensation when touched: soft and edible or hard and unpleasant

• "Seeing" the problem in your mind helps you correctly understand the customer's experience, rather than just listening superficially. This is a crucial skill in how to handle customer complaints in a restaurant.

2. Reiterate the problem to confirm you have understood correctly

• Before offering a solution, summarize the problem and the customer's feelings in your own words.

• For example:

  • “You're feeling dissatisfied because there are hard beans in the soup, making it difficult to eat, isn't that right?”

• This approach shows the customer that you are truly listening, not ignoring or downplaying their complaint.

3. Show genuine respect and concern

• When customers confirm that you understand correctly, they will feel respected and more cooperative.

• This helps reduce tension and builds a good foundation for resolving the issue quickly and effectively.

• In restaurant management, many complaints are resolved simply because staff correctly understood and rephrased the problem.

Step 3: Clarify customer complaints in the restaurant

1. Ask questions to accurately understand the problem

• When information is unclear, proactively ask questions to clarify the customer's complaint.

• Do not guess the dish or incident the customer is referring to, especially if you just started your shift or did not directly serve that table.

• For example, ask:

  • Which dish on the menu the customer is referring to

  • The time the dish was served

  • The specific experience that caused dissatisfaction

• Asking the right questions helps avoid misunderstandings, saves time, and is a crucial step in how to handle customer complaints in a restaurant.

2. Rephrase the complaint in different words

• After the customer has explained, summarize the issue in simple, easy-to-understand language.

• Do not repeat the customer's exact words, but rephrase to check if you have understood correctly.

• For example:

  • “Are you saying that the dish was served but wasn’t as hot as you expected, is that right?”

• If the customer confirms, you can move on to the resolution step and offer a solution.

3. Avoid assumptions, always rely on specific information

• Do not assume the customer is referring to a common dish or frequent incident.

• Always let the customer lead the information, and you play the role of clarifying.

• This approach makes the handling of restaurant customer complaints more professional and trustworthy.

Step 4: Stay calm when handling customer complaints

1. Maintain a calm demeanor and show concern

• Always keep a serious expression, do not smile or joke when a customer is complaining.

• Show just enough concern through your eyes and facial expression so the customer feels you genuinely care.

• This attitude helps customers feel their complaint is respected, not trivialized.

2. Control emotions, do not react negatively

• Even if the customer is loud, upset, or uses impolite language, absolutely do not respond in kind.

• Keep your voice slow, clear, and calm to avoid escalating tension.

• Patience and empathy are key factors in how to handle customer complaints in a restaurant.

3. Listen completely, do not interrupt

• Let the customer express all their frustrations, even if the content is repetitive.

• Being able to vent their emotions helps customers calm down and be ready to listen to solutions afterward.

• This is an important step to handle complaints effectively and focus on the core issue.

4. Proactively move to a private space if necessary

• If the customer is too loud or affecting other tables, gently invite them to a quieter area.

• This helps to:

  • Maintain a professional image for the restaurant

  • Avoid disturbing other diners

  • Create a suitable space to continue listening and resolving the issue

Tip 2: How to skillfully handle food complaints

Step 1: How to properly apologize to customers in a restaurant

1. Always offer a clear and direct apology

• An apology shows that the restaurant acknowledges a problem occurred.

• Be direct, concise, and to the point, for example:

  • “I apologize that the soup was cold.”

  • “I apologize for bringing you the wrong dish.”

• A specific apology helps customers feel that you understand the problem correctly, not just apologizing for the sake of it. This is a crucial step in how to handle customer complaints in a restaurant.

2. Apologize with genuine sincerity, even if the fault is not entirely yours

• Even if the incident didn't originate with you, apologize with a sense of collective responsibility for the restaurant.

• A timely apology often helps customers calm down faster than any explanation.

• In reality, customers care more about attitude than who is right or wrong.

3. Explain briefly, without blaming or making excuses

• Customers may accept an explanation, but it's very difficult for them to accept an excuse.

• You should say:

  • “I apologize, the kitchen misunderstood your order. I will take care of it immediately.”

• You should not say:

  • “The kitchen made a mistake, not me.”

• Always maintain a sense of responsibility on behalf of the restaurant to uphold a professional image.

4. Emphasize regret as needed

• When an incident significantly impacts the dining experience, clearly express your remorse:

  • "I am truly sorry for this incident."

• This approach helps guests feel that their emotions are understood and respected.

5. Apologize on online review platforms as well

• For negative reviews on Google or similar platforms, restaurants should respond with a constructive attitude.

• The response should include:

  • A clear apology

  • Understanding of the customer's feelings

  • Commitment to review and improve

• For example: apologize for a less than satisfactory experience, acknowledge feedback, and affirm that the restaurant will review to prevent recurrence.

Step 2: Prioritize handling customer complaints quickly

1. Handle complaints before everything else

• When a customer complains, whether the issue is big or small, resolving it should be the highest priority.

• If there are customers waiting to order and a customer complaining at the same time, address the complaint first.

• Only after listening and apologizing to the customer should you continue to serve other requests.

• This is an important principle in how to handle customer complaints in a restaurant to prevent negative emotions from spreading.

2. Expedite kitchen processing when a dish needs to be redone

• When a dish needs to be redone, clearly inform the kitchen that it is a priority order.

• Place the redone dish at the top of the preparation list to reduce the customer's waiting time.

• Quick coordination between service staff and the kitchen helps minimize frustration and keeps the customer's experience uninterrupted.

3. Proactively offer solutions when immediate resolution is not possible

• If a complaint cannot be resolved immediately, ask for the customer's contact information.

• Propose clear and feasible compensation options, for example:

  • Offer a free meal of equivalent value on their next visit

  • Schedule a specific time for the restaurant to contact them back

• This approach demonstrates responsibility and professionalism, even when the customer cannot wait.

4. Turn incidents into opportunities to retain customers

• Customers are willing to overlook mistakes if they see the restaurant handles them quickly and with goodwill.

• Slow or evasive responses are what truly cause customers to leave permanently.

• In actual operation, the speed of handling is often as important as the quality of the food.

Step 3: How to resolve customer complaints in a restaurant

1. Assess the situation before offering solutions

• Consider the customer's mood: calm, annoyed, or very angry.

• Clearly identify the problem the customer is facing: food, waiting time, hygiene, or service attitude.

• Consider options the restaurant can implement immediately.

• Accurate assessment helps select the appropriate method for handling customer complaints in a restaurant, preventing things from becoming more complicated.

2. Directly ask for the customer's desired outcome

• Proactively ask the customer what they want the restaurant to do to rectify the situation.

• Listen to their answer before deciding on a solution yourself.

• This approach helps:

  • Avoid misjudging needs

  • Increase the likelihood of customer satisfaction with the final outcome

3. Quickly communicate with management or colleagues

• Check if the customer's request falls within your authority to handle.

• If it can be met, do so immediately.

• If not, use information from management or the kitchen to propose a reasonable alternative solution to the customer.

4. Adjust compensation level according to the degree of dissatisfaction

• Customer is very angry, stressed:

  • Consider a significant discount or making a large portion, or even the entire meal, complimentary

• Customer is only slightly annoyed:

  • Offer a complimentary drink or side dish

• Slight complaint, suggestive in nature:

  • Quickly address the issue, e.g., wipe a sticky table

• The principle is that the compensation level must be commensurate with the impact on the customer's experience.

5. Always follow restaurant procedures

• For large offers like a complimentary meal, management approval is required.

• Following procedures helps avoid risks and ensures consistency in handling customer complaints.

6. Handle unsatisfactory dishes correctly

• In some cases, the dish just needs to be reheated.

• In other cases, it needs to be completely remade from scratch.

• Sometimes, customers will accept a different solution.

• Regardless of the option, please ask the customer for permission before removing the unsatisfactory dish from the table.

Step 4: Share customer complaints with the internal team

1. Immediately inform the relevant department

• When a customer raises a specific issue (e.g., the soup is too salty), directly inform the person in charge of that dish.

• Speak concisely, neutrally, and constructively, for example:

  • "A customer commented that the soup is a bit salty, please taste it again to adjust."

• This helps address the root of the problem, preventing repeat complaints from other customers. This is an important step in how to handle customer complaints in a restaurant sustainably.

2. Prevent recurring complaints, reduce frontline pressure

• If the error lies in food quality or procedures, it is highly likely that many customers will encounter it.

• Early sharing helps the kitchen or relevant department adjust immediately, avoiding having to apologize and re-prepare dishes multiple times in the same shift.

3. Discuss with colleagues to know feasible options

• Before promising customers about substitute dishes or compensation, check with the kitchen or management.

• For example:

  • A customer wants to change a side dish, but the kitchen may have run out of that item for the day.

• Asking in advance helps you provide realistic solutions, avoiding broken promises and further disappointing customers.

4. Ensure information is communicated clearly and to the right people

• Share the correct content, with the right department, and at the right time.

• Avoid rambling or assigning blame; focus on improving the customer experience.

• Effective internal communication is the foundation for handling restaurant customer complaints quickly, accurately, and consistently.

Step 5: How to thank customers when they provide feedback

1. Always say thank you when customers provide feedback

• Not every customer is willing to voice their less-than-positive experience.

• Customers who provide feedback are helping the restaurant identify issues for improvement.

• Speak clearly and sincerely, for example:

  • "Thank you for your feedback, which allows the restaurant to make timely adjustments."

• This step is often overlooked in how to handle customer complaints in a restaurant, but it has a significant impact on customer sentiment.

2. Show appreciation instead of defensiveness

• Saying thank you helps transform a complaint into a constructive dialogue.

• Customers will feel that their opinions are valued, not seen as causing trouble.

• This attitude helps reduce tension and build goodwill even after an incident.

3. View customer feedback as an opportunity for improvement

• Complaints can relate to food, service, or the restaurant's ambiance.

• Every piece of feedback is real data to improve service quality.

• Restaurants that value feedback are often highly regarded for their professionalism and eagerness to learn.

4. End the situation with a positive impression

• A timely thank you helps customers leave feeling heard and respected.

• This increases the likelihood of customers returning and being willing to recommend the restaurant to others.

Principles of conduct when handling restaurant customer complaints

1. Be sensitive to customer needs and emotions

• Always put yourself in the customer's shoes to understand what is bothering them.

• Quickly assess the severity of the situation to respond appropriately.

• This is a crucial foundation for handling customer complaints in restaurants professionally.

2. Listen attentively and completely

• Listen actively, without interrupting or showing annoyance.

• Let the customer finish speaking to help them vent their emotions and help you grasp the real issue.

• Avoid preparing counter-arguments in your head while listening.

3. Be ready to propose suitable alternative solutions

• If the customer is not satisfied with their initial choice, proactively suggest other options.

• Based on:

  • Customer's taste

  • Drinks the customer is having

  • Customer's time and schedule

• The closer the solution is to the actual need, the higher the chance of customer satisfaction.

4. Always maintain a polite and respectful attitude

• Even if the customer is agitated or speaking harshly, maintain polite language.

• A polite attitude helps control the situation and maintain the restaurant's image.

5. Take responsibility on behalf of the restaurant

• Do not blame colleagues, other departments, or circumstances.

• Even if the fault was not directly yours, represent the restaurant in taking responsibility for resolving it.

• This helps customers feel respected and more trusting.

6. Report to management when the situation is beyond your capacity to handle

• For serious complaints or those at risk of escalating, notify management promptly.

• If the customer is overly angry, let a supervisor handle it directly to avoid unnecessary conflict.

• This is an essential process in professional restaurant customer complaint handling.

7. Absolutely no arguing or showing a condescending attitude

• Do not try to prove the customer wrong.

• Do not interrupt, do not speak in a lecturing tone, or disregard the customer's feelings.

• The goal is to solve the problem, not to win an argument.

References

1. https://training.nottingham.ac.uk/Public/Complaint-Handling-Workbook.pdf
2. https://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Binder-Complaint-Handling.pdf
3. https://opentextbc.ca/workinginfoodserviceindustry/chapter/conflict-resolution/
4. https://www.apa.org/monitor/2017/07-08/challenging-clients
5. https://www.smallbusiness.wa.gov.au/dispute-resolution/handling-customer-complaints
6. https://www.eonetwork.org/octane-magazine/special-features/
   sixstepstodealingwithcustomercomplaints
7. https://www.instituteofcustomerservice.com/resource/handling-complaints/

Translation: Lesley Collins Tran.