Handling Complaints

At Muse & Co, we take pride in our premium products, skilled staff, and consistent procedures. When issues arise, we address them with professionalism while staying true to our values and protecting our team.

Our Philosophy

Mutual Selection

Just as customers choose to spend their time and money with us, we also select our customers by staying true to what we offer and what we stand for. We provide:

• Premium art services delivered by trained professionals
• High-quality drinks and snacks made with premium ingredients
• Consistent procedures using reliable equipment
• A welcoming environment for respectful guests

Trust in Our Team

Muse & Co trusts our employees entirely - that's why they're trusted with our customers. We stand firmly in our team's corner when they:

• Follow our procedures correctly
• Use our equipment and products as trained
• Act in good faith and remain trustworthy
• Maintain professional standards

Core Principle

We take all complaints seriously, but we do not tolerate attacks on our staff. Abusive behavior results in immediate removal from the premises.

Types of Complaints

Category 1: Service Issues (We Own These)

These are problems where something was done outside our standard procedures, equipment use, or product guidelines.

Examples:

• Drink made with wrong ingredients
• Incorrect customization (wrong sweetness, ice, toppings)
• Wrong order given to customer
• Spill or mess caused by staff
• Order not prepared when promised

How to Handle:

1. Acknowledge immediately: "I apologize - that shouldn't have happened"
2. Take ownership: "Let me fix this for you right away"
3. Remake or replace on the spot at no charge
4. Optional gesture: Offer small extra (pastry, discount on next visit)
5. Log the issue: Note what went wrong to identify training needs

Resolution Script

"I'm really sorry about that. This isn't how we normally do things. Let me remake that for you right now - no charge. And here's a voucher for 15% off your next visit. Thanks for letting me know."

Category 2: Product/Procedure Feedback (We Document)

These are complaints about our actual procedures, products, or equipment when everything was done correctly.

Examples:

• "This drink is too sweet at 100% sweetness"
• "The boba pearls are too chewy"
• "The music is too loud"
• "This drink doesn't have enough flavor"
• "I don't like the art class format"

How to Handle:

1. Listen respectfully: "I appreciate you sharing that feedback"
2. Explain our standard: "That's actually how we make it according to our recipe"
3. Offer limited accommodation if possible:
   • "I can remake it with less sweetness next time"
   • "Would you like to try a different drink instead?"
4. Do NOT offer refund for properly made items
5. Document feedback: Log the complaint to identify patterns over time

When to Escalate: If multiple customers report the same issue with a properly-made product, this signals we should review our procedures. Discuss with management.

Important

One person's taste preference does not mean our product is wrong. However, if 5+ people say the same thing, we should investigate.

Category 3: Unreasonable Requests

These are complaints that fall outside what we offer or ask us to compromise our standards.

Examples:

• Demanding free items without valid reason
• Requesting modifications we don't offer
• Expecting us to accommodate behavior that violates our policies
• Asking for discounts because "another place charges less"
• Wanting us to use inferior ingredients we don't stock

How to Handle:

1. Stay professional: "I understand what you're asking for"
2. Set clear boundaries: "That's not something we're able to do"
3. Explain briefly (once): "We use premium ingredients and price accordingly"
4. Offer what we CAN do: "What I can offer is..."
5. Don't negotiate or justify repeatedly

If they continue to argue, politely conclude:

"I understand this isn't what you wanted to hear. We stand by our products and procedures. Is there anything else I can help you with today?"

Category 4: Staff-Directed Hostility (Zero Tolerance)

Any complaint that includes attacks, abuse, or hostility toward staff.

Examples:

• Yelling, cursing, or insulting staff
• Demanding to speak to manager while being aggressive
• Making personal attacks or discriminatory remarks
• Physically intimidating behavior
• Refusing to leave when asked

How to Handle:

1. Stay calm but firm: "I need you to lower your voice"
2. Set boundary immediately: "I'm happy to help, but I need you to speak respectfully"
3. One warning only: "If you continue, I'll need to ask you to leave"
4. Call for backup: Get manager or another staff member immediately
5. Remove from premises: "I'm asking you to leave now" or "Please wait outside while we resolve this"
6. Document incident: Write down exactly what happened
7. Call authorities if needed: Don't hesitate to call police if customer refuses to leave or threatens staff

Staff Safety First

You are NEVER required to tolerate abuse. Muse & Co will support you 100% in removing hostile customers. Your safety and dignity are more important than any sale.

Step-by-Step Complaint Resolution

Step 1: Listen Fully (30-60 seconds)

DO:

• Make eye contact
• Let them finish without interrupting
• Show you're listening with nods
• Take notes if complex
• Stay calm even if they're upset

DON'T:

• Get defensive
• Make excuses immediately
• Interrupt with "but..."
• Cross your arms or turn away
• Argue

Step 2: Acknowledge and Empathize (10 seconds)

Choose your response based on the situation:

For legitimate service issues:

• "I completely understand your frustration"
• "You're right, that shouldn't have happened"
• "I apologize for that mistake"

For product feedback:

• "I appreciate you sharing that feedback"
• "Thank you for letting me know"
• "I hear what you're saying"

For unreasonable requests:

• "I understand what you're looking for"
• "I hear that this is important to you"

Step 3: Clarify the Issue (15-30 seconds)

Ask questions to understand exactly what happened:

• "Can you tell me exactly what was wrong with the drink?"
• "What were you expecting instead?"
• "When did you place this order?"
• "Did you mention this customization when ordering?"

Step 4: Determine Category (5 seconds)

Mentally categorize:

• Category 1? → Fix immediately
• Category 2? → Explain + offer alternative
• Category 3? → Set boundaries
• Category 4? → Remove customer

Step 5: Provide Resolution (30-60 seconds)

For Category 1 (Our Error):

"I'm going to remake this for you right now. [Remake drink]
Here's your corrected order, and please accept this [small extra]
as an apology. Thank you for your patience."

For Category 2 (Valid Feedback):

"That's actually how we make it according to our recipe, but I
understand that might not be your preference. I can offer to
remake it [with modification] or exchange it for a different
drink. Which would you prefer?"

For Category 3 (Unreasonable):

"I understand that's what you'd like, but that's outside what we're
able to offer. What I can do is [reasonable alternative]. Would
that work for you?"

For Category 4 (Hostile):

[Firm, calm voice] "I need you to stop speaking to me that way.
If you'd like to discuss this calmly, I'm happy to help. Otherwise,
I'm going to need you to leave. What would you like to do?"

Step 6: Follow Through

• Take action immediately - don't delay resolution
• Check in after: "Is everything okay now?"
• Thank them: "Thanks for giving us a chance to make it right"
• Document it: Log complaint in staff notes

Step 7: Debrief (After Customer Leaves)

• Note what happened in staff log
• Tell manager about any serious issues
• Identify if this is a pattern
• Share learning with team if relevant

When to Get a Manager

Get a manager immediately when:

• Customer asks for a manager
• Complaint involves money (refund over $20)
• Customer is hostile or threatening
• You're unsure how to resolve it
• Customer refuses your resolution
• Complaint involves injury or serious incident
• You feel uncomfortable or unsafe

How to escalate:

"Let me get my manager to help resolve this for you. One moment please."

Don't say: "I can't help you" or "That's above my pay grade"

What NOT to Do

❌ Don't argue or get defensive

• Wrong: "Well, you ordered it this way"
• Right: "Let me clarify what you ordered so I can fix it"

❌ Don't blame the customer

• Wrong: "You should have told me you wanted less sugar"
• Right: "I can remake it with less sugar for you"

❌ Don't bad-mouth products or procedures

• Wrong: "Yeah, I don't like that drink either"
• Right: "Let me make you something you'll enjoy more"

❌ Don't make promises you can't keep

• Wrong: "This will never happen again"
• Right: "I'll make sure to note this for next time"

❌ Don't offer excessive compensation

• Wrong: "Here's a free month of drinks"
• Right: "Here's a remake and 15% off next visit"

❌ Don't tolerate abuse to keep a sale

• Wrong: Standing there while customer yells at you
• Right: "I need you to lower your voice or leave"

Refund Policy

When to Offer Refunds

✅ Refund or remake these:

• Drink made incorrectly (wrong order)
• Drink spilled by staff before customer received it
• Item not as described (missing advertised ingredient)
• Food item stale, expired, or unsafe
• Order significantly delayed beyond promised time

❌ Do NOT refund these:

• Customer ordered wrong item by mistake
• Customer doesn't like taste of properly-made item
• Customer changed their mind after drinking half
• Customer wants refund because "another place is cheaper"
• Item made exactly as ordered but customer's preference changed

How to Process Refunds

1. Verify the issue first - see the item if possible
2. Get manager approval for refunds over $20
3. Process in POS system - see POS Management Guide
4. Offer remake instead when appropriate: "Would you like me to remake it instead?"
5. Document reason in POS notes

Script:

"I'll process a refund for you right now. It'll go back to your original payment method within 3-5 business days. Can I get you something else instead?"

De-escalation Techniques

Stay Calm

• Take deep breaths
• Keep voice even and low
• Don't match their energy level
• Remember: it's not personal

Use Their Name (If You Know It)

"Sarah, I understand you're frustrated. Let me help fix this."

Validate Feelings Without Agreeing

• "I can see this is really frustrating for you"
• "I understand why you'd be upset about that"
• "That would bother me too"

Use "I" Statements

• "I want to make this right for you"
• "I'm going to fix this"
• "I hear what you're saying"

Offer Choices

"I can remake this with less ice, or I can make you a different drink entirely. Which would you prefer?"

Know When to Walk Away

If customer continues escalating after you've:

1. Listened fully
2. Offered reasonable resolution
3. Set clear boundaries

Then: Get manager or ask them to leave.

Protecting Yourself and Team

Physical Safety

🚨 If you feel physically threatened:

1. Step back and create distance
2. Say loudly: "Please step back"
3. Call for help immediately
4. Move to back area if needed
5. Call 911 if customer doesn't leave

Emotional Safety

You are NOT required to:

• Accept verbal abuse
• Listen to personal insults
• Be shouted at
• Tolerate discriminatory remarks
• Put up with intimidation

Script for ending abusive interaction:

"I've offered you a reasonable solution. If you're not willing to discuss this respectfully, I'm going to need you to leave. I'm not going to continue this conversation."

Then walk away. Get manager. Call police if needed.

After a Difficult Interaction

• Take a 5-minute break if possible
• Talk to manager about what happened
• Document incident in detail
• Don't dwell on it - you handled it correctly
• Remember: Muse & Co supports you 100%

Documenting Complaints

What to Log

Record in staff notes:

• Date and time
• Customer description (if not known by name)
• Nature of complaint
• Category (service issue, product feedback, etc.)
• How it was resolved
• Who handled it
• Any follow-up needed

Where to Log

• Minor issues: Staff communication log
• Serious issues: Email to [email protected] with subject "COMPLAINT LOG"
• Safety issues: Incident report form + notify management immediately

Sample Entry

Date: Jan 15, 2025, 2:30 PM
Customer: Regular (blonde hair, usually orders Thai tea)
Issue: Thai tea made with 100% sugar instead of 50% as requested
Category: Service error - order entry mistake
Resolution: Remade drink correctly, offered free pastry
Handled by: Alex
Follow-up: Reminded team to confirm customizations verbally

Pattern Recognition

Management reviews complaint logs monthly to identify:

• Training needs (if same mistakes happen repeatedly)
• Product issues (if multiple people dislike same item)
• Procedure improvements
• Problem customers (if same person complains frequently)

If you notice a pattern, report it:

"Hey, this is the third time this week someone said the boba is too hard. Should we check our cooking time?"

Common Scenarios

Scenario 1: "This doesn't taste right"

Response:

"I'm sorry to hear that. Can you describe what's off about it? [Listen] Let me remake it for you. How would you like it instead?"

Action: Remake drink to their preference.

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Scenario 2: "I ordered this 20 minutes ago, where is it?"

Response:

"I apologize for the wait - let me check on that for you right now. [Check status] Your drink is being made now and will be ready in 2 minutes. Thank you for your patience."

If actually delayed: Add pastry or offer discount on next visit.

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Scenario 3: "This is too expensive!"

Response:

"I understand. We use premium ingredients and make everything fresh to order. Our prices reflect the quality we provide. Is there something within your budget I can recommend?"

Action: Suggest lower-priced option or smaller size. Don't defend pricing extensively.

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Scenario 4: "Your employee was rude to me!"

Response:

"I'm sorry you felt that way. Can you tell me exactly what happened? [Listen carefully] Let me get my manager to discuss this with you."

Action: Get manager immediately. Document exactly what customer says.

Note: Don't apologize on behalf of staff member before hearing both sides. Support your team.

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Scenario 5: "I want my money back, this is garbage!"

Response:

"I'm sorry you're not happy with it. Can you tell me what's wrong so I can understand? [Listen] I can offer you a different drink instead, or I can process a refund. Which would you prefer?"

Action: Offer remake first, refund if they insist. Document why.

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Scenario 6: "I'm allergic and you didn't tell me about [ingredient]!"

Response:

"I'm so sorry - are you having a reaction right now? Do you need medical attention? [If yes, call 911] Let me see exactly what's in this drink. [Check] I apologize if this wasn't communicated clearly. Let me get my manager."

Action: Get manager immediately. Document exactly what was asked and said. This is serious.

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Scenario 7: Customer yelling and insulting staff

Response:

[Firmly] "Sir/Ma'am, I need you to stop yelling. I'm happy to help you, but you need to speak respectfully. Can you do that?"

If they continue:

"I've asked you to stop yelling. I'm going to need you to leave now. Please exit the building."

Action: Get manager, call police if they refuse to leave. Document incident.

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Quick Reference Guide

The 5 A's of Complaint Handling

1. Acknowledge - "I hear you"
2. Apologize (when appropriate) - "I'm sorry that happened"
3. Assess - "Let me understand exactly what happened"
4. Act - "Here's what I'm going to do"
5. Assure - "Thank you for giving us the chance to fix this"

Response Time Goals

• Acknowledge complaint: Immediately (within 10 seconds)
• Provide resolution: Within 2 minutes
• Remake drink: Within 5 minutes
• Get manager: Within 1 minute

Good Phrases to Use

• "I understand your frustration"
• "Let me make this right"
• "Thank you for bringing this to my attention"
• "I appreciate your patience"
• "What can I do to fix this for you?"
• "I'm going to [specific action] right now"
• "Is there anything else I can help with?"

Phrases to Avoid

• "That's not my fault"
• "I'm just following orders"
• "There's nothing I can do"
• "You're wrong about that"
• "Calm down" (invalidating)
• "That's just how it is"
• "Other customers don't complain about this"

Remember

🎯 Our goal: Resolve issues fairly while maintaining standards and protecting our team.

💪 Our strength: Premium products, consistent procedures, trusted staff.

🛡️ Our boundary: We don't tolerate abuse of our team members.

❤️ Our commitment: Support staff who act in good faith and follow procedures.

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Questions or serious incidents? Contact [email protected] immediately.

Related Pages:

• Greeting Customers
• Taking Orders
• POS Management