[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"blog-article-en-gestion-reclamations-clients-livraison":3,"blog-related-en-gestion-reclamations-clients-livraison":19,"blog-neighbors-en-gestion-reclamations-clients-livraison":67},{"id":4,"groupId":5,"locale":6,"slug":7,"title":8,"excerpt":9,"contentMd":10,"readTime":11,"publishedAt":12,"updatedAt":13,"categoryGroupId":14,"categorySlug":15,"categoryColor":16,"categoryLabel":17,"html":18},897,279,"en","gestion-reclamations-clients-livraison","Managing customer complaints regarding delivery: the HEARD method","The HEARD (Hear, Empathize, Apologize, Resolve, Diagnose) method applied to delivery complaints.","The HEARD method is used by the largest restaurant chains to handle complaints. Here’s how to adapt it for delivery.\n\nH - Hear (Listen): Read the statement in its entirety without reacting emotionally. Note the specific facts mentioned by the client.\n\nE - Empathize (Empathize): Put yourself in the customer's place. If you had paid 20 EUR for a cold or incomplete dish, how would you react?\n\nA - Apologize (Excusez-vous) : Sincere and specific apologies. Not a generic \"sorry for the inconvenience,\" but \"We are sorry that your chicken arrived cold.\"\n\nR - Resolve (Resolve): Propose a concrete solution. A partial refund, a gift card, a dish offered on the next order.\n\nD - Diagnose (Diagnose): After having resolved the client's problem, analyze the root cause. If the dishes arrive cold, it may be a packaging issue, a delay, or a delivery zone issue.\n\nApplication in progress: on the platforms, you only have the written response to apply HEARD. Every word counts. Be professional, empathetic, and solution-oriented.","5 min","2025-12-08T00:00:00.000Z","2026-05-15T08:59:31.000Z",9,"avis-clients","bg-feature-blue","Client reviews","\u003Cp>The HEARD method is used by the largest restaurant chains to handle complaints. Here’s how to adapt it for delivery.\u003C/p>\n\u003Cp>H - Hear (Listen): Read the statement in its entirety without reacting emotionally. Note the specific facts mentioned by the client.\u003C/p>\n\u003Cp>E - Empathize (Empathize): Put yourself in the customer’s place. If you had paid 20 EUR for a cold or incomplete dish, how would you react?\u003C/p>\n\u003Cp>A - Apologize (Excusez-vous) : Sincere and specific apologies. Not a generic “sorry for the inconvenience,” but “We are sorry that your chicken arrived cold.”\u003C/p>\n\u003Cp>R - Resolve (Resolve): Propose a concrete solution. A partial refund, a gift card, a dish offered on the next order.\u003C/p>\n\u003Cp>D - Diagnose (Diagnose): After having resolved the client’s problem, analyze the root cause. If the dishes arrive cold, it may be a packaging issue, a delay, or a delivery zone issue.\u003C/p>\n\u003Cp>Application in progress: on the platforms, you only have the written response to apply HEARD. Every word counts. Be professional, empathetic, and solution-oriented.\u003C/p>\n",[20,27,36,45,52,58],{"slug":21,"title":22,"excerpt":23,"readTime":24,"publishedAt":25,"categorySlug":15,"categoryColor":16,"categoryLabel":17,"relevance":26},"resolution-plaintes-bonnes-pratiques","Best practices for resolving customer complaints regarding delivery","Each complaint is an opportunity to demonstrate your professionalism. Here is the ideal protocol.","6 min","2025-11-10T00:00:00.000Z",66.74071502685547,{"slug":28,"title":29,"excerpt":30,"readTime":31,"publishedAt":32,"categorySlug":33,"categoryColor":16,"categoryLabel":34,"relevance":35},"fideliser-clients-livraison-recuperer-donnee-2026","Loyalizing customers, delivery, and retrieving customer data in 2026","Delivered through platforms, the customer belongs to the platform, not to you. How to build a direct relationship and recover your customer data.","9 min","2026-06-03T15:00:00.000Z","marketing","Marketing",33.16780471801758,{"slug":37,"title":38,"excerpt":39,"readTime":31,"publishedAt":40,"categorySlug":41,"categoryColor":42,"categoryLabel":43,"relevance":44},"uber-eats-vs-deliveroo-vs-just-eat-comparatif-restaurateurs","Uber Eats vs Deliveroo vs Just Eat: Which platform to choose in 2026","Commissions, visibility, support, restoration tools: detailed comparison of the three largest delivery platforms in France to help restaurateurs choose.","2026-05-10T00:00:00.000Z","plateformes","bg-primary","Platforms",30.572586059570312,{"slug":46,"title":47,"excerpt":48,"readTime":49,"publishedAt":50,"categorySlug":15,"categoryColor":16,"categoryLabel":17,"relevance":51},"gestion-plaintes-clients-livraison-protocole","Client Complaint Handling Protocol","Establish a structured process to handle customer complaints and minimize the impact on your reputation.","7 min","2025-11-17T00:00:00.000Z",28.355213165283203,{"slug":53,"title":54,"excerpt":55,"readTime":56,"publishedAt":40,"categorySlug":41,"categoryColor":42,"categoryLabel":43,"relevance":57},"commission-just-eat-restaurant-france-pourcentage-2026","Commission Just Eat restaurant France 2026 : exact percentage, Self Delivery vs Delivery, hidden fees","Commission percentage Just Eat according to the Self Delivery (10-14%) or Delivery (28-30%) plan, hidden fees, quantified examples and strategies to reduce the total cost in 2026.","10 min",28.343429565429688,{"slug":59,"title":60,"excerpt":61,"readTime":62,"publishedAt":40,"categorySlug":63,"categoryColor":64,"categoryLabel":65,"relevance":66},"haccp-pour-les-nuls-guide-complet-restaurant-2026","HACCP for Dummies: A Complete Guide for Restaurants in 2026 (method, principles, controls, connected solutions)","HACCP Explained Simply for Restaurateurs: 7 Principles, Practical Implementation, Mandatory Records, Deep-Fat Fryers, Connected Thermometers, Preparing a Sanitary Control for 2026.","14 min","reglementation","bg-amber-600","Regulation",26.279741287231445,{"prev":68,"next":71},{"slug":69,"title":70},"promotions-plateformes-quand-comment-utiliser","Promotions on platforms: when and how to use them",{"slug":72,"title":73},"droit-travail-livreurs-restaurateurs","What restaurateurs need to know about delivery status"]