Handling Customer Complaints

Complaints are not just problems—they're opportunities to show guests that you care. How your team handles a complaint can turn a negative moment into a powerful example of great service.

This course gives hospitality professionals the tools and techniques to resolve guest complaints confidently, respectfully, and effectively, whether they happen face-to-face or online.

In this course, you will learn:

• Why customers complain and what they expect from your response

• The most common types of complaints in restaurants and how to resolve them

• How to identify different types of guests and respond accordingly

• Practical techniques for resolving service and food issues

• How to handle online, email, and social media disputes professionally

• What to say, how to say it, and how to follow up with empathy and care

• Tips for managing difficult situations with calm, confident body language and tone

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate in “Handling Customer Complaints.”