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ESSENTIAL BAR SKILLS: HOW TO HANDLE COMPLAINTS

Do you dread hearing, "Can I speak to the manager?" Well, fear no more! We take a look at some common customer complaints and share our top tips on how to resolve them.

Most customers usually don’t bother to complain; they walk out, or worse, they leave a negative review online for everyone to see, without giving you the chance to rectify the problem. However, if a customer brings a problem to your attention, seize it as an opportunity to learn from and prevent the issue from occurring again in the future. It is important to teach all employees how to effectively deal with a complaint so they can enhance the customer’s experience, drive customer loyalty and ensure it doesn’t happen again.

Dealing with complaints in person

When things go wrong and a customer complains about any form of service or member of staff, it is important to resolve it as quickly as possible. Here is a step-by-step guide:

How to deal with online complaints

Customers often find it easier to voice their concerns anonymously online and avoid the potentially awkward situation of complaining in person; this can eliminate the opportunity to resolve the problem in the moment and turn an unhappy customer into a happy one. If this happens, here are some of our top tips you should follow:

Want to get access to the latest tips and tricks to help provide perfect service every time? Sign up to Diageo Bar Academy now to get these exclusives and more!