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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:

  • MAKING RECOMMENDATIO

    MAKING RECOMMENDATIONS

    Communicating with your customers and asking the right questions is extremely important in order to create a great customer experience.

  • A RECIPE FOR ONLINE

    A RECIPE FOR ONLINE SUCCESS: SOCIAL MEDIA

    If your outlet is not already on social media it is time to start! With so many people using social media, these channels are a great way to share content and build contacts.

  • THE ESSENTIAL TECHNI

    THE ESSENTIAL TECHNIQUE OF POURING

    One of the most essential bar skills is pouring. Not only does a good pouring technique improve speed of service but ensures your customer gets a consistent quality serves.

  • ESSENTIAL SKILLS: SH

    ESSENTIAL SKILLS: SHAKING

    Personal development will help confidence within your role as a bartender whilst also increasing your service levels and potential extra tips and profit for the bar.

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