When serving, it’s your responsibility to inspect all orders before they are brought to the table. A customer flags you, stating there’s a small bug in her food. When you checked it, you didn’t see the bug.
What would you do?
A Politely explain that the bug must’ve flown onto the dish on its way to the table
B Assure the guest that the restaurant follows strict cleaning protocols and this has never happened before
C Apologize and let the guest know it’ll be a few minutes while the chef prepares a new dish
D Apologize and explain that you personally checked the food before it was served and didn’t see the bug
The correct answer and explanation is:
The correct answer is C: Apologize and let the guest know it’ll be a few minutes while the chef prepares a new dish.
In a customer service setting, particularly in restaurants, handling complaints about food requires tact, professionalism, and a focus on maintaining the guest’s satisfaction. When a customer points out something they believe to be a problem with their food, such as a bug, the priority is to address the concern quickly and effectively. Even if you did not notice the bug, the customer’s perception and experience are what matter most. Here’s why this response is the most appropriate:
- Customer satisfaction: Apologizing for the situation shows empathy for the guest’s discomfort, which is crucial in maintaining a positive relationship. Even if the bug wasn’t visible to you, acknowledging the inconvenience helps to ease the situation.
- Proactive solution: Offering to get a new dish prepared demonstrates that you are willing to take action immediately to resolve the problem. It also ensures the guest feels that their complaint is being handled appropriately.
- Clear communication: By explaining that it will only take a few minutes for the chef to prepare a new dish, you set clear expectations and help manage the guest’s anticipation. This avoids further frustration and provides a timeframe in which they can expect their meal to be replaced.
- Maintain trust: While assuring the customer about the restaurant’s cleaning protocols (as in option B) might seem helpful, it could come off as dismissive or defensive. The goal is to address the complaint rather than explain it away. Similarly, providing an explanation about checking the food before serving (as in option D) may sound like you’re making excuses instead of focusing on a solution.
In conclusion, apologizing and offering a prompt solution (new dish) keeps the situation focused on customer care and resolution. This approach helps maintain a high standard of service and ensures a more positive dining experience for the guest.