How To Handle Tough Customers In Your F&B Business?
Liang Wei Liaw • June 17, 2025
For every restaurant, cafe, or food stall in Singapore, handling customer complaints is an essential part of service quality. Even the best F&B businesses will face unhappy diners—but the real test is how your team responds.
Here is a concise guide on how to manage difficult customers professionally:
1. Respond Calmly and Professionally
When a customer raises an issue—whether about food quality, waiting time, or service—remain calm. Use polite phrases like “Thank you for letting us know” to ease tension.
2. Resolve the Issue Quickly
Empower staff to offer instant solutions: food replacement, a small free drink, or loyalty points via your POS/CRM system to turn dissatisfaction into goodwill.
3. Never Ignore Online Reviews
Handle Google and GrabFood reviews swiftly. Apologize, clarify, and offer offline resolution.
4. Train & Equip Staff
Use digital SOP guides or in-app staff reminders to maintain service consistency—even during busy hours.
Why Good Handling Boosts Business
✔ Avoids bad Google reviews
✔ Retains customers post-complaint
✔ Builds a trusted brand image
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