F&B Complaint Handling in Singapore

Complaints are inevitable — poor recovery isn’t. Great recovery protects reviews, repeat visits, and team morale.

• Speed matters.
• Empathy first, then solutions.
• Resolve in public, discuss details in private.
• Log issues so you fix root causes.

• L — Listen
• E — Empathise
• A — Apologise
• R — Resolve
• N — Notify (log + prevent)

• Remake/replace
• Comp a dish
• Offer dessert/drink
• Discount
• Refund (when appropriate)

• Tag complaint type (food/service/value/cleanliness)
• Track frequency
• Fix top recurring issues first