Customers, service, and delivery
Customer Complaint Form
Complete it while the complaint is being discussed at the table or immediately after the call ends. Saying that the chef handled it and moving on erases the record. If the same complaint occurs a third time and there is no paper trail, you will not know where to start.
Write what the guest said in their own words. Respond to the substance afterward. Offer a complimentary item, refund, or apology within your authority and record it on the form. An unrecorded complimentary item creates a cash discrepancy. Use the form to reduce repeat errors, not to blame an individual.
Online reviews and telephone feedback also go on the same form. Write review in the channel field. Recording only complaints heard at the table hides recurring issues raised elsewhere. If the resolution is a complimentary item, record the amount on both the form and the check. If it is an apology, record that too. An empty resolution line means the complaint remains open.
How to use this form
- Record the time, channel, and table if available. If there is no name, the channel and time are enough. Do not discard the record.
- Write the guest's statement without shortening it or adding your interpretation. Put your comments in the resolution field.
- Mark the subject: product quality, timing, bill, staff, cleanliness, or a missing item. Mark every applicable subject.
- Record a complimentary item, refund, or apology on both the form and the Ritapos check at the same time. Recording it in only one place loses the amount.
- The manager reviews the form the next day. Repeated entries show what should change in the menu or training.
- Record a staff member's name only when needed to resolve the issue. Do not post the form publicly. Discuss the team summary without names.
How this maps to Ritapos
Complimentary items and refunds should be closed with a note in Ritapos. The form records the reason; the software records the amount. Linking the guest to a customer profile speeds up service when they return.
The complimentary item in the transaction log and the line on this form should show the same time. If either is missing, the food cost or cash discrepancy cannot be explained. Repeated complaints about one product are a signal to review the recipe or menu engineering guide. If three records point to the same dish, discuss its price or recipe.
This form is a checklist for training purposes. It does not change your municipal, food registration, or occupational health obligations. Confirm local requirements in writing.
