You're facing a customer upset over a billing error at your café. How do you turn the situation around?

Start by attentively listening to the customer’s concerns without interruption. Demonstrate genuine empathy for their frustration and acknowledge their feelings.

Lorsqu’un client est contrarié à cause d'une erreur de facturation, il est crucial de l’écouter activement et de montrer de l'empathie. Ensuite, excusez-vous sincèrement pour l'erreur. Cela aide à désamorcer la situation et montre que vous prenez le problème au sérieux. Après avoir reconnu le problème, proposez immédiatement une solution concrète, telle qu'un remboursement ou une réduction sur la prochaine visite, selon la politique de l'entreprise. Enfin, assurez-vous que le client quitte l'établissement avec une perception positive en le remerciant pour sa patience et en lui offrant un geste commercial pour sa prochaine visite.

As an F&B Manager, I would first listen attentively to the customer's concerns, acknowledging the mistake and offering a sincere apology. I would immediately correct the billing error and provide a clear explanation, ensuring transparency. To turn the situation around, I might offer a small gesture of goodwill, such as a complimentary item or discount to their next dinning bill, to show appreciation for their understanding. Ensuring the customer leaves satisfied and valued will be my top priority.

This is a fundamental principle of excellent customer service. Active listening, coupled with genuine empathy, can often diffuse a tense situation and pave the way for a mutually agreeable solution. By demonstrating that you value the customer's concerns, you're building trust and fostering a positive brand experience.

You have to listen to understand, not listen to respond. These are two very different things. Let the customer tell you what is wrong and, essentially vent, because in the midst of that, the answer on how to properly respond and help will be revealed and you can then proceed.

Provide a sincere apology for the billing error. Recognize that errors occur and express regret for any inconvenience this may have caused.

This is the most important part, Once you have identified the mistake, correct it promptly. If the error pertains to an overcharge, issue a refund or adjust the bill accordingly. Ensure that the customer receives the updated bill for their review.

this is an easy way to "diffuse" the situation depending on how vocal the customer is. There are subtle ways of also agreeing with them while correcting a misconception "oh yes that is bad labelling, let me take care of that for you. Oh and by the way......"

Depending on the severity of the error and the customer’s response, you may want to consider offering a gesture of goodwill, such as a discount on their current or future visit, a complimentary item, or a voucher. Such gestures can help restore goodwill and enhance the customer’s experience. Please extend such gestures of goodwill only when absolutely necessary, as making it a regular practice may have negative consequences in the long term.

I don’t think you have to apologize every time a client is upset. Most people want understanding of their frustration and a solution to the issue. “The customer is always right” is a thing of the past. Resolution of the issue and understanding the needs of the client is how to succeed in customer service. How can I help moving forward is how to approach issues.