“Customer complaints and procedures”
In Ireland, while there is no specific legal requirement for restaurants to have complaint forms readily available on the premises, it is considered good practice for any business, including restaurants, to have a clear and accessible method for customers to provide feedback or lodge complaints.
Complaints Book or Forms:
Some restaurants choose to keep a complaints book or provide forms that customers can fill out. This method ensures that feedback is recorded formally and can be addressed systematically.
Staff Training:
Staff are often trained to handle complaints verbally and are empowered to resolve common issues on the spot. This immediate response can be effective in managing customer dissatisfaction before it escalates.
Digital Feedback:
Many restaurants encourage feedback through digital platforms, such as their website, via email, or through review sites and social media. This method allows for a broader range of feedback, both positive and negative.
Feedback Boxes:
Physical feedback boxes can also be used where customers can drop their written feedback or complaints anonymously if they prefer.
Manager Availability:
Ensuring that a manager or supervisor is readily available to address customer concerns as they arise is another common practice. This direct interaction can often resolve issues quickly and effectively.
Having a structured complaint handling process is beneficial not only for addressing immediate customer concerns but also for gathering insights to improve service quality and operational procedures in the future. This can ultimately enhance customer satisfaction and help maintain a positive reputation in a competitive market.
Conclusion from DINEWISE:
In most of Europe it is a legal requirement to give complaints forms upon request and these issues are handled by tourism or consumer departments of local government. This covers the legal side, but we strongly advise to go one step further ensuring procedures are in place and managed effectively.
“The Smiles That Keep Them Coming Back”
Winning Hearts, One Plate at a Time
