Service Industry English/
Handling Customer Suggestions and Complaints at a Restaurant

Handling Customer Suggestions and Complaints at a Restaurant

Total: 16 words

How was...?

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asked to learn if the guest has any feedback to give, either for their dining experience or the food they ate

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What seems to be the problem?

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something you ask a guest who needs your assistance regarding an issue; can also be used in a scenario where you can sense the guest needs your assistance and you approach them to help

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I will get you something else. / I'll get you another...

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something you say to a guest who does not like the dish or drink served to them, perhaps because of its taste, presentation, etc.

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Sorry for the delay. / Sorry for the wait.

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said when a guest may be waiting for a service or product for a longer time than what was expected

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Sorry about that.

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said to apologize to a guest about an error that was made or anything that made their dining experience unpleasant

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I'll get this fixed right away.

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said to a guest to let them know you are going to resolve an issue they have as quickly as possible

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Sorry about the wait. We're currently short-staffed.

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said to apologize to a guest who's waiting to be served longer than usual because there aren't enough waiters or staff to tend to all customers

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We value your opinion and will discuss your suggestion/complaint with our team to implement any necessary changes or improvements.

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said to indicate that the customer's feedback is greatly appreciated and will be shared with the entire staff to help them make improvements to their service or product

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We apologize for the long wait time.

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said to express regret when a customer has had to wait an unusually long amount of time for their food, a table, or service

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We strive to provide efficient service and we will address this issue to ensure a better experience in the future.

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said to reassure the customer that they will work to resolve an issue so it doesn't happen again

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We apologize for the quality of the dish.

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said to express regret when a customer is not satisfied with the taste, temperature, presentation, or overall quality of a meal they've been served

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We apologize for the inconvenience caused by the seating arrangement.

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said to apologize to a customer has had a negative experience due to where they were seated, such as if their table was too close to a noisy kitchen or in a drafty location

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We will do our best to accommodate your seating preferences in the future

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said to assure a customer that their specific seating preferences will be taken into account in future visits

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Thank you for your suggestion.

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said to express appreciation for a customer's idea or recommendation

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We will consider it carefully and evaluate the feasibility of implementing it in our restaurant.

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said to assure a customer that the management will thoroughly review their suggestion and assess whether it can be done

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Can we offer you a gesture of goodwill as a token of our apology?

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said when offering some form of compensation (like a discount, a free dessert, etc.) to a customer as a way of apologizing for a mistake or inconvenience

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