In the food and beverage (F&B) industry, customer experience is everything. One bad interaction can spread quickly—especially in today’s digital world where online reviews, social media posts, and food delivery ratings hold real weight.

But here’s the truth: even the best restaurants, cafés, and food stalls receive complaints. What sets successful businesses apart is how they respond to those complaints—and how they turn negative feedback into an opportunity to improve.

Here’s a step-by-step guide on how to handle customer complaints and feedback

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1. Stay Calm and Listen First

When a customer approaches with a complaint—whether in person, online, or through delivery apps—your first reaction sets the tone.

Instead of getting defensive, listen actively. Let them explain their issue completely before you respond. Sometimes, customers just want to feel heard.

💡 With Orderna, your staff can note customer comments or issues directly into the system—so everyone is aligned on what went wrong and what needs to be fixed.

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2. Acknowledge the Issue and Apologize Sincerely

Even if the complaint isn’t entirely your fault, acknowledging the customer's feelings and offering a genuine apology helps de-escalate the situation.

Say something like:

“Thank you for bringing this to our attention. We’re really sorry about your experience—we’re committed to making it right.”

💡 You can even use Orderna to track recurring complaints (e.g., late orders or item mix-ups), so you can identify patterns and train your team accordingly.

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3. Resolve the Issue Quickly and Fairly

A quick resolution can turn a bad experience into a positive one. Depending on the issue, this could mean:

• Replacing the wrong item
• Offering a discount or refund
• Giving a complimentary item or voucher

What matters is that the customer sees your willingness to take responsibility and make things right.

💡 Orderna helps your team issue discounts, store credits, or complimentary items instantly—ensuring smooth resolutions at the POS.

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4. Train Your Team to Handle Feedback Gracefully

Your frontliners are the face of your brand. Equip them with the confidence to respond to feedback professionally and politely.

Roleplay common complaint scenarios and create clear guidelines for how to handle different types of situations.

💡 Use data from Orderna (e.g., frequent order delays, high refund items) to guide your internal training sessions and improve processes proactively.

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5. Learn From Every Complaint

Every piece of feedback—good or bad—is a chance to improve your service.

Track complaints to spot trends. Are certain menu items causing delays? Are wait times too long during weekends? The more you know, the more you can refine your operations.

💡 With Orderna’s reporting tools, you can analyze sales patterns, peak hours, and problem areas—so you can take action before complaints even happen.

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6. Encourage Positive Feedback Too

Don’t just focus on negative feedback. Create a system for encouraging happy customers to leave reviews, post about their experience, or refer friends.

A simple thank you, loyalty points, or an online follow-up message can go a long way.

💡 You can use Orderna to run loyalty programs and send follow-up messages via email or SMS to keep customers engaged after their visit.

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Final Thoughts

In the F&B industry, complaints are inevitable—but how you handle feedback is what builds your reputation.

With the right tools and approach, you can turn negative experiences into loyal customers. Orderna helps you streamline your operations, track customer issues, and empower your team to deliver consistently great service.

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Want to deliver better customer experiences with less stress? Try Orderna today and take control of your customer journey.