Learning how to handle customer complaints in English is easier than you think. You don’t need perfect English. You need a few phrases and one simple method.
By the end of this guide, you’ll have a 3-step method and word-for-word scripts for cold food, wrong orders and slow service. Tap 🔊 to hear each one.
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The 3-step method: sorry, fix, check
Every complaint, big or small, uses the same three steps:
- Sorry: apologise. Mean it.
- Fix: offer a solution straight away.
- Check: come back and make sure the guest is happy.
Most waiters do step 1. Some do step 2. Very few do step 3. But step 3 is what turns an angry guest into a happy one.
And remember: the guest is angry about the problem, not about you. Don’t take it personally.
Step 1: Say sorry
“I’m so sorry about that.”
Works for any complaint.
“I’m really sorry this happened.”
A little stronger. Use a calm, quiet voice.
“I’m sorry your food is cold. That’s not okay.”
Say the problem back. The guest feels heard.
Step 2: Fix the problem
“Let me bring you a fresh plate right away.”
For cold food or a bad dish.
“I’ll bring your correct order right away.”
For a wrong order. Don’t ask “Are you sure?”
“Let me check with the kitchen right now.”
For a long wait. Then come back with a real time.
“Would you like to try something else?”
When the guest doesn’t like the dish.
“What can I do to make this right for you?”
When you don’t know what to offer. Most guests ask for something simple.
“Let me get my manager. They can help with this.”
For refunds, very angry guests, or anything you can’t decide.
Step 3: Check back
“Here’s your fresh steak. Is everything okay now?”
When you bring the new food.
“How is everything now?”
Two or three minutes later.
“I’m glad we could fix it. Enjoy your meal!”
When the guest is happy again.
Scripts for common complaints
Cold food
Guest: “This is cold.”
You: “I’m so sorry about that. Let me bring you a fresh, hot plate right away.”
Wrong order
Guest: “I ordered the salmon, not the chicken.”
You: “I’m sorry for the mix-up. I’ll bring your salmon right away.” A mix-up = a mistake.
Slow service
Guest: “We’ve been waiting 40 minutes!”
You: “I’m really sorry about the wait. That’s too long. Let me check with the kitchen right now.”
Something in the food
Guest: “There’s a hair in my food!”
You: “I’m so sorry. That’s not acceptable. I’ll get you a fresh meal and tell my manager right now.” This one always goes to the manager.
Save this card and look at it before your next shift. On Pinterest? Pin it so you can find it fast.
How to handle customer complaints in English: example dialogue
Guest: Excuse me. This pasta is cold.
Waiter: I’m so sorry about that. That’s not okay.
Waiter: Let me bring you a fresh plate right away. Would you like the same dish, or something else?
Guest: The same is fine.
Waiter: Of course. It will be about five minutes.
Waiter: Here’s your pasta, nice and hot. Is everything okay now?
Guest: Yes, much better. Thank you.
Waiter: How is everything now?
Guest: It’s delicious. Thanks for fixing it.
Waiter: I’m glad we could fix it. Enjoy your meal!
Sorry, fix, check. The guest leaves happy, and you probably keep your tip.
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Get the course →Common mistakes
Different guests, different ways to complain
Some guests complain very politely: “It’s a little cold, if you don’t mind…” This is still a real complaint. Act fast.
Other guests are very direct: “This is cold.” This is not rude. It’s just their style.
Some guests don’t complain at all. They leave food on the plate or ask for the bill early. If a guest looks unhappy, ask: “Is everything okay with your meal?”
Quick quiz
1. What are the 3 steps?
Apologise, offer a solution, then check the guest is happy.
2. Which apology is best?
No “but” and no excuses. Then fix it.
3. The guest wants their money back. You…
Money back is a manager decision.
FAQ
What do you say when a customer complains in a restaurant?
Say “I’m so sorry about that.” Then offer a fix, like “Let me bring you a fresh plate right away.” Come back later to check.
What if I don’t understand the complaint?
Say “I’m sorry, I want to help. Could you say that again, please?” Most guests are patient when you are trying to help.
When should I call the manager?
When the guest wants money back, is very angry, or the problem is serious, like something in the food.
Related guides
- Customer complaint scripts, word for word
- How to handle food complaints
- How to greet an angry customer
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