{"id":25375,"date":"2022-12-05T14:12:23","date_gmt":"2022-12-05T19:12:23","guid":{"rendered":"https:\/\/dev-gordon-food-service-canada.pantheonsite.io\/ideas\/complaints-dont-get-angry-get-smart\/"},"modified":"2026-02-12T12:42:47","modified_gmt":"2026-02-12T17:42:47","slug":"complaints-dont-get-angry-get-smart","status":"publish","type":"post","link":"https:\/\/gfs.ca\/fr-ca\/ideas\/complaints-dont-get-angry-get-smart\/","title":{"rendered":"Des plaintes? Ne vous f\u00e2chez pas, faites preuve de discernement"},"content":{"rendered":"<h2 class=\"wp-block-heading\" id=\"h-managing-gripes-with-grace-means-your-customer-service-is-showing\">En g\u00e9rant les plaintes avec tact, vous d\u00e9montrez l\u2019excellence de votre service \u00e0 la client\u00e8le.<\/h2>\n\n\n\n<p>On ne peut pas plaire \u00e0 tout le monde. C\u2019est une expression \u00e0 retenir dans le domaine de la restauration, car il y aura des plaintes. Un bon service \u00e0 la client\u00e8le signifie d\u2019\u00eatre capable de les traiter.<\/p>\n\n\n\n<p>Dans les \u00e9tablissements de sant\u00e9 et de soins de longue dur\u00e9e, ainsi que dans les r\u00e9sidences pour personnes \u00e2g\u00e9es, les clients s\u2019expriment lorsqu\u2019ils ont l\u2019impression que vous n\u2019avez pas r\u00e9ussi \u00e0 leur offrir la meilleure exp\u00e9rience de repas. Votre \u00e9quipe doit \u00eatre form\u00e9e \u00e0 rester calme, \u00e0 r\u00e9soudre le probl\u00e8me si elle le peut et, en fin de compte, \u00e0 faire en sorte que les clients sachent qu\u2019elle est \u00e0 l\u2019\u00e9coute.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-brace-yourself-prepare-your-team\">Pr\u00e9parez-vous, pr\u00e9parez votre \u00e9quipe<\/h3>\n\n\n\n<p>Voici quelques bonnes pratiques pour les superviseurs et le personnel :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Meilleures pratiques au niveau de la supervision<\/strong>\n<ul class=\"wp-block-list\">\n<li>Soutenir son personnel.<\/li>\n\n\n\n<li>Avoir une personne d\u00e9sign\u00e9e pour les plaintes.<\/li>\n\n\n\n<li>Veiller \u00e0 ce que le processus soit ax\u00e9 sur les clients et rapide.<\/li>\n\n\n\n<li>Former son \u00e9quipe \u00e0 la politique de conformit\u00e9, en utilisant un processus clair et rapide.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Meilleures pratiques au niveau du personnel<\/strong>\n<ul class=\"wp-block-list\">\n<li>Rester calme, ne pas prendre les choses personnellement.<\/li>\n\n\n\n<li>Permettre au client d\u2019expliquer le probl\u00e8me.<\/li>\n\n\n\n<li>Utiliser l\u2019\u00e9coute active (assurer un contact visuel, pr\u00eater attention).<\/li>\n\n\n\n<li>Confirmer sa compr\u00e9hension en paraphrasant.<\/li>\n\n\n\n<li>Ne pas contester la plainte.<\/li>\n\n\n\n<li>Reconna\u00eetre ses erreurs avec sinc\u00e9rit\u00e9.<\/li>\n\n\n\n<li>Prendre ses responsabilit\u00e9s et pr\u00e9senter ses excuses.\u00a0<\/li>\n\n\n\n<li>Remercier sinc\u00e8rement le client d\u2019avoir fait part du probl\u00e8me.<\/li>\n\n\n\n<li>Offrir des solutions pour r\u00e9gler le probl\u00e8me imm\u00e9diatement.<\/li>\n\n\n\n<li>Toujours sourire. \u00c9viter d\u2019argumenter et de critiquer ou encore d\u2019ignorer ou de contredire le client.<\/li>\n\n\n\n<li>Informer son sup\u00e9rieur imm\u00e9diat de la situation et de la mani\u00e8re dont le probl\u00e8me a \u00e9t\u00e9 r\u00e9gl\u00e9.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-always-d-e-f-u-s-e-nbsp\">Toujours d\u00e9samorcer la situation&nbsp;<\/h3>\n\n\n\n<p>Voici les principales \u00e9tapes \u00e0 suivre pour r\u00e9soudre un conflit avec un client :<\/p>\n\n\n\n<p><strong>R<\/strong>ester calme.<br><strong>L<\/strong>ncourager le client \u00e0 exprimer ses \u00e9motions.<br><strong>\u00c9<\/strong>tablir les faits.<br><strong>C<\/strong>omprendre comment le client se sent.<br><strong>.<\/strong>ugg\u00e9rer une mani\u00e8re de r\u00e9soudre le probl\u00e8me.<br><strong>L<\/strong>erminer sur une note positive.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-manage-diet-order-complaints\">G\u00e9rer les plaintes relatives aux ordonnances de r\u00e9gime alimentaire<\/h3>\n\n\n\n<p>Les clients des \u00e9tablissements de soins peuvent se plaindre des ordonnances de r\u00e9gime alimentaire prescrites, une plainte l\u00e9gitime, mais qui doit \u00eatre renvoy\u00e9e au personnel clinique. Voici comment traiter ces plaintes :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Expliquer que les ordonnances de r\u00e9gime th\u00e9rapeutique et de r\u00e9gime d\u2019aliments \u00e0 texture adapt\u00e9e ne peuvent \u00eatre modifi\u00e9es que par un membre de l\u2019\u00e9quipe soignante. \u00a0\u00a0<\/li>\n\n\n\n<li>Pr\u00e9ciser que les pr\u00e9occupations peuvent \u00eatre port\u00e9es \u00e0 la connaissance du responsable du service alimentaire.<\/li>\n\n\n\n<li>Faire savoir au client que vous avez signal\u00e9 le probl\u00e8me aux \u00e9chelons sup\u00e9rieurs.<\/li>\n\n\n\n<li>Si les normes de qualit\u00e9 et de salubrit\u00e9 alimentaires ne sont pas respect\u00e9es, le signaler \u00e0 son sup\u00e9rieur imm\u00e9diat.<br>\u00a0<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Managing gripes with grace means your customer service is showing. You can\u2019t please everyone. It\u2019s an expression worth remembering in foodservice, because there will be complaints. Great customer service means being able to handle them. In healthcare, long-term care and senior living establishments, guests will speak out when they perceive you\u2019ve fallen short of providing [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":26661,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[122,123,112,69],"tags":[],"class_list":["post-25375","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-catering-small-business","category-hotels-hospitality","category-restaurant-bars","category-running-your-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints? Don\u2019t get angry, get smart | Gordon Food Service<\/title>\n<meta name=\"description\" content=\"Turn negative feedback into loyalty. Discover smart strategies for handling restaurant customer complaints and service recovery.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/gfs.ca\/fr-ca\/ideas\/complaints-dont-get-angry-get-smart\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints? Don\u2019t get angry, get smart\" \/>\n<meta property=\"og:description\" content=\"Turn negative feedback into loyalty. Discover smart strategies for handling restaurant customer complaints and service recovery.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/gfs.ca\/fr-ca\/ideas\/complaints-dont-get-angry-get-smart\/\" \/>\n<meta property=\"og:site_name\" content=\"Gordon Food Service\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/GordonFoodService\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-05T19:12:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-12T17:42:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/gfs.ca\/wp-content\/uploads\/2023\/01\/4-WOW-Anger-Management-760x400_2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"760\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Cody Rivers\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cody.rivers@gfs.com\" \/>\n<meta name=\"twitter:site\" content=\"@GFSDelivers\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cody Rivers\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimation du temps de lecture\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Complaints? 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