HANDLING CUSTOMER COMPLAINT

Purpose 

To ensure that all customer complaints are handled carefully and professionally.

Policy 

That all customer complaints are always dealt with immediately, seriously, and in a proper way.

Procedure 

1. If a customer complains through a wait staff:

   1. The Sous Chef ensures that the complaint is rectified immediately.

   2. The complaint and the reasoning behind it will be written down in the kitchen logbook, as it occurred.

2. If a customer complains directly to the Chef/ Cooks:

   1. It is rectified immediately

   2. The complaint and the reasoning behind it is written down in the kitchen log book, as it occurred.

All complaints are to be taken seriously.

3. If a customer complains and he is rude while doing so, he has to be dealt with in a friendly, accommodating, and always with a smile. 

4. UNDER NO CIRCUMSTANCES WILL WE EVER ARGUE WITH A CUSTOMER.