Hospitality Crew: When dealing with rude customers, what is the best approach?

CRAIG FOX - Director, Wine and Dine'M Catering
I think the best approach is to assess the situation, possibly step back for a minute and think about what's been said and what's actually happened.
I believe that you should listen to them, and then say look, I will find out I will answer your question, I will see what's happened, go see your supervisor and come back to them.

LISA PRATT- Labour Hire Manager, Zenith Hospitality Staffing Solutions
When dealing with a rude customer the best approach is to be empathetic to listen genuinely to what their complaint is to keep your voice low and your body language small don't wave your arms about or raise your voice and try to resolve the matter as best you can always liaise with your supervisor or manager for assistance where required.

WILL BRENNAN - Restaurant Manager, Chalk Hotel
The most important thing is to stay calm at all times, to listen attentively, maintain eye contact and just make sure that at the end of the discussion that the customer is happy.

JACQUELINE PORTER - Director of Human Resources Queensland, Surfers Paradise Marriott Resort & Spa
The best approach is first of all, don't take it personally its just business. Check your body language make sure that you have got professional body language, that your facial expressions are appropriate your making good eye contact with people, and then listen attentively. Really pay attention to what their saying, ask questions, clarify the information and then act on that information, and it's ok if you don't know what your doing. Just go and get someone, get some advice, get some help, and then follow up with the customer. That's what they are looking for, they want quick recovery from a problem.

DOMINIC EGGER - Food & Beverage Manager/ Executive Chef, Stamford Plaza, Brisbane
The best approached is to listen to what has happened, and from their try to turn it around. So that the guest is leaving with a happy smile when they walk out of the restaurant.