Problem Solving and Service

Learn best practices for when dealing with customers' and guests' problems.

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About this course

Problem solving is a crucial skill to obtain in any role in any industry. Customers come with all different attitudes and situations which need to be handled confidently and correctly for the optimal outcome.


Educating on these topics is the perfect way to maintain excellent service and problem-solving, which is why this 4-part course is perfect. The modules will touch on difficult customers, responding to complaints, managing mishaps and dealing with intoxicated customers.

What you'll learn

  • Types of Difficult Customers
  • How to Respond to a Guest Complaint
  • How to Handle a Wrong Food Order
  • Dealing with Intoxicated Customers

Course Content

  • Types of Difficult Customers

    Learn about the different types of difficult customers, and how to handle them effectively.

    Lesson Excerpts

    • Try to remain friendly, always smile, and be apologetic. Never attempt to argue with them. Never be intimidated by their actions, rather maintain professionalism and remain polite. Attend to them as promptly as possible. Never give weak excuses for your operational lapses, but rather accept responsibility and offer a solution. Thank them for their patronage. Inform your co-workers about such customers to ensure that they also manage them with care. Figure out the best way to satisfy and make them happy.

    • The Advantages of Difficult Customers:

    • Is the following statement true or false?

  • How to Respond to a Guest Complaint

    Learn how to resolve guest complaints.

    Lesson Excerpts

    • A guest's complaint can also be considered a gift. The complaint could be your opportunity to earn your guest’s business back. Complaints are inevitable, but what’s key is how you react.

    • Match the guest complaints with improvements that could be made.

    • Arrange the STAR steps in the right order

  • How to Handle a Wrong Food Order

    Learn practical ways to handle a wrong food order.

    Lesson Excerpts

    • You misheard an order, or maybe you didn’t write down all of the details. Rest assured that no matter how long you’ve been working as a server, or how good you are at your job, mistakes happen.

      You misheard an order, or maybe you didn’t write down all of the details. Rest assured that no matter how long you’ve been working as a server, or how good you are at your job, mistakes happen.
    • Practical Ways to Handle Mistakes

    • Let's Chat

  • Dealing with Intoxicated Customers

    Learn how to identify and handle intoxicated customers.

    Lesson Excerpts

    • In a bar, preventing intoxication is everyone’s responsibility.

      In a bar, preventing intoxication is everyone’s responsibility.
    • Most Common Signs of Intoxication:

    • As a bartender, you notice a patron has ordered 10 drinks in the last 15 minutes. What would you do?

Course Author

EdApp

EdApp is a leader in training for the mobile workforce. As a microlearning platform EdApp delivers tens of thousands of lessons a day globally. The use of gamification and social learning make EdApp a platform that boasts engagement across the board. The content library now lets you access world class content for you and your team. EdApp has set out to democratize learning and give everyone a classroom in their pocket.

Selected Review

"This Problem Solving and Service Course has been so useful for me in learning about how to manage difficult or unsatisfied customers. Aside from the content, I also really enjoyed how EdApp's lessons are designed! So much fun whilst learning so much."

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