“Ma’am, I don’t doubt the steak was over-cooked, but did you have to eat it all before you complained about it?” Quote from the movie Waiting.
It can be overlooked maintaining emotional stability throughout the service. Too often I see servers and bartenders roll their eyes or make a snap or snobby comment about a customer’s request. This is very unprofessional and should not be disregarded. The integrity and emotional competency of the server and service is crucial to the customer service experience.
I’m not saying don’t defend yourself in a bad situation. It is not right to have someone cursing at you; you are human and people do make mistakes. However, if a customer requests something such as their food or beverage order is incorrect, acknowledge it and fix what they are requesting. It will take all of three minutes to fix the issue. Once fixed, move onto the next service; don’t get caught up in the request.
So, how do you maintain your emotional outbursts? Don’t let your emotions get the best of you. Your emotions can subconsciously override your logic. Be in control of any emotionally challenging situation. Take a deep breath and move to the next service.
When’s a time you had a server or bartender lose their cool or get over emotional? Leave a comment.