Strategies in handling customer complaints in bistro restaurants

Abstract

The main purpose of the study is to find out the strategies in handling customer complaints in bistro restaurant, in which (100) staff in the restaurants were taken as respondents of the study, coming from mid-scale hotel in Davao City. Exploratory Factor Analysis (EFA) was used to analyzed the data. The strategies in handling customer complaints in bistro restaurant in Davao City are giving immediate response, humble taking action, proper communication, providing alternative solution, avoiding errors, keeping records, taking initiative and check complaints clearly. There is no sex, age and educational attainment based differences in the strategies in handling customer complaints in bistro restaurants. Keywords: Strategies, Handling, Customer, Complaints, and Bistro Restaurants