Client Complaint Handling Protocol

Complaints regarding delivery are inevitable. Spilled items, missing articles, delivery delays – incidents will occur. What makes the difference is your ability to handle them effectively and transform a negative experience into customer loyalty.

Establish a clear protocol in 5 steps: 1) Immediately acknowledge receipt, 2) Listen without interrupting or justifying yourself, 3) Offer sincere apologies, 4) Propose a concrete solution, 5) Ensure follow-up.

Solutions should be proportional to the problem. Missing article? Refund + voucher for the next order. Dish completely overturned? Immediate free return. 15-minute delay? Apologies and attention to the next order.

Document each complaint in a log. Problem type, dish concerned, resolution applied, customer satisfaction. These data allow us to identify recurring causes and eliminate them at the source.

Train the entire team on this protocol. Every person who interacts with the platforms or who might receive a client call must know the steps and authorized solutions. Autonomy in decision-making accelerates resolution and satisfies the client.