These customer complaint scripts for restaurant staff give you the exact words to say, word for word. Guests complain about the same few things, so you can prepare.
Learn one script for each problem: wrong food, cold food, a long wait, something in the food, the bill and poor service. Tap 🔊 to hear each one.
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The 3 As: acknowledge, apologise, act
Every script below has the same three parts:
- Acknowledge: show you heard the problem. “Oh no, that’s not what you ordered.”
- Apologise: one short, real “sorry”. No excuses.
- Act: say what you will do, then do it.
Learn the 3 As and you can answer any complaint, even one that isn’t on this page.
Script 1: The food is wrong
Guest: “Excuse me, this isn’t what I ordered.”
“I’m so sorry about that. Let me take this back and get the right dish for you straight away.”
Take the plate with you. Don’t argue about what they ordered.
“It will be about ten minutes. Can I bring you some bread while you wait?”
If it will take a while. Give a real time.
Script 2: The food is cold
Guest: “This food is cold.”
“I’m so sorry to hear that. Let me bring you a fresh, hot plate right away.”
A fresh plate is better than heating the old one.
Script 3: The wait is too long
Guest: “We’ve been waiting for thirty minutes. Where’s our food?”
“I’m really sorry about the wait. I’ll go and check on your order right now.”
Then really go to the kitchen.
“Thank you for waiting. Your food will be out in about five minutes.”
When you come back. Always come back with a time.
Script 4: Something is in the food
Guest: “There’s something in my food.”
“I’m very sorry. That’s not acceptable. Let me take this away and get my manager.”
Always get the manager for this one.
Script 5: The bill is wrong
Guest: “I think there’s a mistake on the bill.”
“I’m sorry about that. Let me take a look for you.”
Check every line with the guest.
“You’re right. I’m sorry. Let me fix that for you now.”
If there is a mistake.
“This charge is for the two glasses of wine. Let me go through it with you.”
If the bill is correct. Explain, don’t argue.
Script 6: The guest is unhappy with the service
Guest: “The service tonight has been really poor.”
“I’m really sorry to hear that. Could you tell me what went wrong?”
Then listen. Don’t interrupt.
“Thank you for telling me. I understand, and I’m sorry. Let me make the rest of your evening better.”
Then do one clear thing to help, or get your manager.
How to stay calm when a guest is angry
- Breathe first. One slow breath before you speak. It looks like you are listening carefully.
- Speak lower, not louder. A calm, quiet voice helps the guest calm down too.
- It’s not about you. The guest is angry about the food or the wait, not about you as a person.
- Get help. If it gets too much, get your manager. That’s not a failure. It’s good judgement.
“Thank you for letting us know.”
A great phrase to end any complaint.
Save this card and look at it before your next shift. On Pinterest? Pin it so you can find it fast.
Customer complaint scripts: example dialogue
Guest: Excuse me, this isn’t what I ordered. I asked for the chicken.
Waiter: Oh no, I’m so sorry about that. Let me take this back and get the chicken for you straight away.
Guest: How long will it take?
Waiter: About ten minutes. Can I bring you some bread while you wait?
Guest: Yes, please.
Waiter: Here’s your chicken. I’m sorry again for the wait. Is everything okay now?
Guest: Yes, it’s perfect. Thank you.
Waiter: Thank you for letting us know. Enjoy your meal.
Acknowledge, apologise, act. The guest got a real time, something to eat while waiting, and a check-back at the end.
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Get the course →Common mistakes
Quick quiz
1. What are the 3 As?
Show you heard it, say sorry, then do something.
2. A guest finds something in their food. You…
This complaint always goes to the manager.
3. A guest is shouting. What do you do?
A calm, quiet voice helps the guest calm down.
FAQ
What do you say when a customer complains about food?
Say “I’m so sorry about that. Let me bring you a fresh plate right away.” Then check back a few minutes later.
What should restaurant staff never say to a complaining guest?
Don’t say “It’s not my fault”, “That’s our policy” or “Calm down”. They make guests angrier.
What if the guest says the bill is wrong but it’s correct?
Stay polite and explain each charge: “This charge is for the two glasses of wine. Let me go through it with you.”
Related guides
- How to handle customer complaints in English
- How to handle food complaints
- How to greet an angry customer
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