B.1  Understanding the nature of conflicts with customers

Understanding the nature of conflicts with customers is essential for professionals in the restaurant industry. How conflicts are managed can influence customer satisfaction and the establishment's reputation. This training content will be divided into two parts: a theoretical and cognitive approach to the nature of conflicts with customers, followed by a practical approach that will allow trainees to apply this knowledge in their daily work.

The Theory of the Nature of Conflicts with Customers

Conflicts with customers are interactions that arise when customer expectations are not met or when there are misunderstandings. Let’s explore some key concepts:

• Definition of Conflict: A conflict is a situation in which two or more parties have divergent interests, goals, or perceptions. In the context of the restaurant industry, conflicts often arise due to dissatisfaction with service, food quality, or the overall experience.Common Causes of Conflicts:
  • Unmet Expectations: When customers have specific expectations, such as wait times, food quality, or service, and these expectations are not fulfilled, dissatisfaction can arise.
  • Lack of Communication: Inadequate or ambiguous communication can lead to misunderstandings and frustrations. For example, an unclear description of a dish may cause dissatisfaction.
  • Operational Errors: Mistakes in order preparation, incorrect charges, or delays in service can generate conflicts. These errors are often unavoidable, but how they are managed is crucial.
  • External Factors: External conditions, such as delivery delays, weather, or technical issues, can also influence the customer experience and lead to conflicts.
    
    
  Impact of Conflicts: When not managed effectively, conflicts can result in negative consequences, including:
  • Loss of Customers: An unsatisfied customer may decide not to return to the establishment.
  • Negative Reputation: Criticism on social media or word of mouth can harm the restaurant's image.
  • Tense Work Environment: Unresolved conflicts can affect team morale and create a negative work atmosphere.
    
    
  Types of Conflicts:
  • Emotional Conflicts: These arise from intense emotions, such as frustration or anger. These conflicts can be more challenging to manage, as emotions can cloud logic.
  • Interest Conflicts: These occur when parties have different interests or goals, such as a customer seeking compensation and the restaurant wanting to minimize losses.

Practice for Understanding and Managing Conflicts with Customers

• Role-Playing Scenarios: Create simulations where trainees must handle different types of conflicts, such as customers dissatisfied with wait times, errors in orders, or issues with the bill. After each simulation, discuss the approaches used and what could be improved.
• Debate on Real Cases: Analyze real cases of conflicts that occurred in restaurants and discuss how they were managed. Trainees can evaluate the responses given and suggest alternatives that could have been more effective.
• Active Listening Techniques: Conduct exercises where trainees practice active listening in conflict situations. One trainee can express a complaint while the other must listen attentively and reflect on what was said, ensuring that the customer feels heard and understood.
• Group Feedback: After the simulations and discussions, facilitate a feedback session where trainees share their experiences and discuss best practices in conflict management. This helps consolidate learning and identify areas for improvement.
• Development of Resolution Protocols: Ask trainees to create a set of guidelines or protocols for managing common conflicts. This can include steps to follow, useful phrases to use, and ways to offer solutions.