Dealing With Complaints

Learn how to deal with Guest complaints professionally in this scenario-based food and beverage service course.

6 lesson(s) 1 theory assessment(s)

About this course

If your food and beverage service is on point then you will rarely come into contact with a dissatisfied Guest. However, sometimes things don’t go completely according to plan, and when Guests voice their complaints, you need to know how to deal with the situation professionally and in a manner that is becoming of a food and beverage service professional. This course will equip you with the tools you need to be able to deal with complaints in a series of scenario-based lessons.

What you will learn in this course

  • Getting ready to deal with complaints
  • The principles of dealing with complaints
  • How to handle differing Guest personas - the unrealistic expectations, the drama queen, the serial complainer and the non-complainer

Download course outline

  • "Lobster Ink represents a powerful shift in the way that we are able to communicate and integrate our values."

    M. Semer, CEO Kempinski
  • "Happy customer always comes back and if you deliver excellent service then definitely guests are back."

    M. Grebot, F&B Manager Sofitel NY
  • "Lobster Ink’s method of instruction is easy for our learners to use. The fact that people can work to their own speed is a huge advantage."

    Kate Groch, CEO Good Work Foundation
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