FOD S112 - How to Handle Customer Complaints

Guest complaint is an expression of __________________.

Customer or guest complaints can improve the ______________ provided by the restaurant.

A well-handled customer complaint may results to __________________.

• A guest will has a bad image of the restaurant.

• Loss of customers

• Time-consuming.

• Improvement of the employee's services towards other customer.

It is a type of complaint that occurs when the guest feels unwelcomed or unimportant by the attitude of the hotel staff.

A type of complaint that deals with equipment malfunction.

A type of complaint that is associated with tangible aspects of the hotel or restaurant.

Identify the type of complaint based on the statement.

"The waiter is rude."

• Attitudinal complaint

• Product-related complaint

• Service-related complaint

• Mechanical complaint

Identify the type of complaint based on the statement.

"There is no hot water in the bathtub."

• Mechanical complaint

• Product-related complaint

• Service-related complaint

• Attitudinal complaint

Identify the type of complaint based on the statement.

"The waiter is not welcoming."

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Product-related complaint

Identify the type of complaint based on the statement.

"The waiter missed my side dish order."

• Service-related complaint

• Product-related complaint

• Mechanical complaint

• Attitudinal complaint