HW10 To handle complaints successfully, the staff member should follow some rules. Here is a six-step procedure for handling guests’ complaint. When a guest , actively listen with sincere interest; express a desire to help, and ask the guest for more information, if needed; to the guest what you think his or her complaint is to check on understanding; offer one or more solutions to the guest; if the guest is happy with a solution, act on it quickly. If the guest is not happy with any of the solutions, or you do not to resolve the matter satisfactorily, get the manager; follow up with the guests to make sure they are satisfied. You are supposed to act positively and use positive language. For example, use the word “concern” instead of “problem”. You need to respond quickly, respect the guest, and treat him or her . Remember not to blame anyone. This doesn't help solve the problem, and reflects poorly on the restaurant and you. Don't argue. Nobody ever wins an argument with a guest. Keep in mind that the guest may not always be right, but he or she is never wrong. Last but not the least, don't . If you remember not to take a guest's comments personally, you won't get defensive.