Food & Beverage Restaurant Service Issue Checklist
Ensure every guest leaves satisfied! This Restaurant Service Issue Checklist helps your team handle complaints, resolve problems, and maintain top-notch service, boosting loyalty and positive reviews. From order errors to table concerns, this guide keeps your team on track to deliver exceptional dining experiences.
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Initial Customer Contact
Steps to take when first interacting with a customer experiencing a service issue.
Contact Time
Contact Method
Customer Name
Table Number (if applicable)
Brief Summary of Customer Concern (Initial Description)
Initial Customer Sentiment
Issue Identification & Documentation
Gathering details about the problem and recording them accurately.
Table Number (if applicable)
Customer Description of Issue
Issue Category
Employee Name (Initial Contact)
Date of Incident
Time of Incident
Related Items (Check all that apply)
Problem Analysis & Diagnosis
Determining the root cause of the service issue.
Describe the Customer's Reported Issue (in their own words)
Issue Category
Affected Areas (Check all that apply)
Estimated Wait Time (in minutes)
Possible Root Cause
Additional Notes or Observations
Solution Implementation & Verification
Applying the corrective action and ensuring it resolves the problem.
Detailed Solution Applied
Quantity of Items Replaced/Adjusted
Resolution Category
Date of Solution Implementation
Time of Solution Implementation
Solution Effectiveness (Initial)
Notes on Implementation (e.g., specific challenges)
Customer Follow-Up & Satisfaction
Checking in with the customer to confirm they are satisfied and address any remaining concerns.
Customer Satisfaction Level
Summary of Resolution Explained to Customer
Time Spent on Follow-Up (minutes)
Customer Comments/Feedback
Would you recommend our service?
Escalation Procedures
Steps to take if the issue cannot be resolved at the initial level.
Escalation Tier
Estimated Resolution Time (Hours)
Reason for Escalation
Escalation Specialist Assigned
Escalation Date
Escalation Time
Issue Closure & Reporting
Finalizing the case, documenting outcomes, and identifying potential improvements.
Summary of Resolution
Resolution Time (minutes)
Customer Satisfaction Level
Root Cause Categories
Closure Date
Closure Time
Support Management Solution Screen Recording
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