What strategies can FOH staff use to handle difficult customers?

Remaining calm and listening actively is a fundamental strategy for FOH staff when dealing with difficult customers. This approach demonstrates empathy and respect, which can help to de-escalate tense situations. By actively listening, staff members can fully understand the customer's concerns and feelings, which is essential in addressing their needs effectively.

This strategy also helps build rapport with the customer, showing that the staff member values their input and is willing to work towards a resolution. Calmness can prevent the situation from escalating further and encourages a more constructive dialogue. Furthermore, when customers feel heard and understood, they are often more amenable to finding a solution rather than continuing to express dissatisfaction. This approach ultimately contributes to a positive dining experience, even in challenging circumstances.