How to Deal with Difficult Customers in New Zealand

1. Maintain Professionalism and Objectivity

In restaurant management, staying professional and composed when handling guest complaints or issues is crucial. It’s important for managers and staff to recognize that customer frustration is usually directed at the situation—not personally—helping them respond calmly and effectively.

With real-time access to order details and sales data, your team can quickly identify the root cause of problems and resolve them efficiently. For example, if a guest reports a wrong order, your staff can immediately pull up the transaction on the POS.

Using inclusive, team-focused language like “we” reinforces that the whole restaurant team is working together to solve the issue: “We’ll get this sorted out for you as quickly as possible.”

When dealing with upset guests or inappropriate language, trained staff supported by accurate POS information can respond calmly with empathy:

• Empathize: “I understand how frustrating this is for you, and we’re here to help.”

• Avoid confrontation by saying: “Let me check your order details so I can fix this.”

• If tensions rise, politely but firmly guide the conversation: “Thank you for your feedback. To assist you best, let’s work together to find a solution.”

By combining professional, empathetic communication with the efficiency and data accuracy your POS system provides, you not only defuse tense situations but also build trust and strengthen your restaurant’s reputation. This leads to happier customers, better reviews, and ultimately, smoother operations and increased profitability.

 

Read more:5 Tips to Choose the Right POS Software in New Zealand

 

2. Demonstrate Empathy and Active Listening

Providing excellent customer service—whether in person or through digital channels—starts with showing genuine empathy and practicing active listening. Make sure to give the guest your full attention, maintain open and positive body language, and avoid interruptions while they express their concerns.

To demonstrate that you truly understand the issue, paraphrase their concern back to them. For instance, say something like, “I understand you’re upset about the delayed order.” This not only confirms your understanding but also reassures the guest that their issue is being taken seriously.

In digital interactions—such as email, live chat, or social media—use thoughtful, empathetic language to build rapport. Phrases like “I can appreciate how frustrating this must be” or “I completely understand your concern” can go a long way in diffusing tension and reinforcing trust.

 

3. Implement De-Escalation Techniques

Effective conflict resolution in customer service begins with maintaining composure. One practical method is controlled breathing—taking slow, deep breaths—to help regulate your heart rate and keep a calm, centered demeanor during difficult interactions.

Respond with kindness and a genuine willingness to assist. This “killing with kindness” approach can significantly reduce tension and steer the conversation toward a more constructive and positive outcome. For example, if a guest is visibly upset, you might say, “I understand how frustrating this must be, and I’m here to help resolve this for you.”

If a guest’s language becomes aggressive or abusive, it’s crucial to remain professional while setting clear boundaries. You can politely state, “I’m happy to assist you, but we ask that we maintain respectful communication so I can better help resolve your concern.” This approach protects your team, upholds company standards, and reinforces your commitment to service excellence.

Additional practical tips include:

• Using a calm, steady tone of voice to avoid escalating emotions.

• Offering affirmations like, “Thank you for your patience and understanding.”

• When necessary, gently suggesting a brief pause or escalating the matter to a manager to prevent further conflict.

By applying these de-escalation techniques consistently, you not only resolve conflicts more effectively but also enhance customer trust and strengthen your brand reputation.

 

4. Provide Thoughtful and Solution-Oriented Responses

Effective customer service goes beyond simply acknowledging a problem—it focuses on delivering actionable solutions that restore customer satisfaction and trust. To achieve this, start by asking clarifying questions that help uncover the root cause of the issue and understand the guest’s specific expectations. For example, if a guest complains about a meal, you might ask, “Could you please tell me if the issue is with the taste, temperature, or presentation?” This approach demonstrates active listening and ensures that the response is accurately tailored.

Once the problem is clearly identified, offer practical and appropriate solutions. These could include:

• Replacing the meal immediately with a freshly prepared dish.

• Offering a complimentary beverage or dessert as an apology.

• Providing a discount or voucher for future visits.

Present these options clearly and confidently to reinforce your commitment to customer satisfaction. For instance, you might say, “We can prepare a new meal for you right away, or if you prefer, we’d be happy to offer you a voucher for your next visit. Which option would you prefer?”

If the situation requires authority beyond your role—such as a substantial refund or a special accommodation—escalate the issue smoothly to a manager or supervisor. Maintain the guest’s trust by explaining, “To ensure your concern is handled promptly and effectively, I’m going to bring in our manager who can assist you further. Please allow me a moment to get them.” This reassures the guest that their issue is being taken seriously and handled by someone with the proper resources.

By consistently providing thoughtful, solution-oriented responses, you not only resolve individual concerns but also build long-term loyalty and positive brand reputation.

 

5. Proactive Strategies to Prevent Difficult Situations

Prevention is just as important as resolution. Keep your restaurant environment well-organized with clear signage to reduce confusion and create a smoother guest experience.

Train your staff thoroughly on your POS system to maximize efficiency. Tools like integrated payments, and table management in Eats365 help streamline service and reduce errors.

Be transparent about menus, specials, and estimated wait times—both at the point of sale and through digital platforms like your website or social media. Clear communication builds trust and manages expectations.

Support your team’s development with structured training. Courses like Customer Service Essentials from the Wellington Chamber of Commerce are excellent foundations. For high-pressure scenarios, consider de-escalation training through Resolution Education.

 

Turn Customer Challenges into Kiwi Hospitality Success

Navigating difficult customer experiences is inevitable in the hospitality industry. By combining practical strategies with a robust restaurant POS system like Eats365, you can transform these interactions into opportunities for building loyalty and exceeding expectations. Ready to equip your team with the tools they need to manage every situation with grace and efficiency? Contact Eats365 today for a personalized demo and discover how our restaurant POS solutions can empower your Kiwi hospitality success.

 

FAQs

How should restaurant staff handle guest complaints professionally and efficiently?

When handling complaints, it's crucial to stay calm and professional. Use your POS system to quickly look up order details and identify the issue. Use team-based language like “We’ll take care of this for you” to reassure the guest and show a unified approach.

 

How can staff show empathy when dealing with unhappy guests?

Demonstrate genuine empathy by actively listening without interrupting, using open body language, and acknowledging the guest’s concerns. Paraphrase what they’ve said (e.g., “I understand you’re upset about the delay”) to confirm you’re listening and taking them seriously—even in digital interactions.

 

What’s the best way to respond to aggressive or disrespectful customer behavior?

Stay calm using de-escalation techniques like controlled breathing and a steady tone. If needed, politely set boundaries by saying, “I’m happy to assist you, but let’s keep our conversation respectful so I can help you effectively.” This protects staff while maintaining professionalism.

 

What are some effective ways to resolve customer complaints?

Ask clarifying questions to understand the root cause, then offer clear, appropriate solutions—such as replacing the meal, offering a free dessert, or providing a voucher. Give the guest options to choose from, and if needed, escalate the issue to a manager with a reassuring handoff.

 

How can restaurants prevent customer service issues before they happen?

Prevention starts with clear signage, transparent wait time estimates, and well-trained staff. Make sure employees are confident with the POS system and consider formal training in customer service and conflict resolution to proactively improve guest experiences.