The document provides phrases and strategies for customer service representatives to use when handling customer complaints. It includes introductions, apology phrases, explanations of what actions will be taken to address the problem and prevent it from happening again, and offers of compensation or future service. The overall goal is to sincerely apologize, take responsibility for issues, and reassure customers that their satisfaction is important through respectful communication and resolution of complaints.

1. Useful phrases can be used for different types of customerIntroduce yourself properly should be the starting

2. INTRODUCE YOURSELF“ Hi Mrs. Peterson, my name is Joseph Sebastian; I own the McDonald’s restaurant on riverside in San Bernardino.”“I received your feedback regarding your visit to my McDonald’s today.”“ I’m following up on the complaint you shared with our 1-800 number today.”“ It is 10 a.m. on Tuesday and I’m following up on your call to our 1-800 number yesterday.”“ I understand you were not satisfied with the quality of the Quarter Pounder with Cheese you received.” <continue>

3. “ As the owner of this restaurant, I’d like to personally apologize that you were disappointed in our food.”“ I’d like to further discuss this with you. Feel free to call me directly at your convenience at (888) 858 -1474 EXT 1“ If I don’t hear from you, I will try to reach you again (day and time) to discuss this matter.”“Thank you again for sharing this information so I can look into this matter. “

4. Build the relationship / create customer for life______________________________________________Hi Mrs. Peterson, it’s nice to see you today.“ I’d like to send you my business card so you can call me should you have any feedback regarding your visits to my restaurant in the future.”“Here is my number so you can call me if you have any concerns, comments or feedback regarding your visits to McDonald’s.

5. GO FOR THE WOW !“ For the time you’ve taken to bring this matter to my attention and because it sounds like you and your family are very loyal customers, I’d like to invite your family back for lunch on me.”“ I am following up on our conversation from last week to see if you’ve been back to my restaurant and if so, I want to know how your visit was.”

6. FIX THE PROBLEM OPERATIONALLY( AND LET THE CUSTOMER KNOW WHAT YOU’RE GOING TO DO )________________________________________“ I’m going to review our training procedures with my employees to ensure we are delivering accurate orders.”“ I’m going to check my beverage machine immediately to make sure it is properly calibrated.”

7. MAKE IT RIGHT“ Let me replace that product for you right away and for your inconvenience, I’d like to offer you a complimentary Apple Pie.”“ I’d like to reimburse you for your cleaning bill and send you a Be Our Guest card for your next visit.”“ Mrs. Riley, for your inconvenience, I’d like to send you a Be Our Guest card for you to use on your next visit.”

8. OFFER A SINCERE APOLOGY“I’m sorry you were disappointed with the Quarter Pounder with Cheese.”“I’m sorry you were not satisfied with our service.”“Please accept my apology for any inconvenience you may have felt.”“I’m sorry you felt you were not treated courteously.”

9. Important phrases for customer recovery process"I know you’re upset, and I am here to help you.""I understand how you feel; I’d be upset, too. But now, I want to make it right for you.""There is no need to yell or be loud to get my attention; I promise to give you that.""Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction.""I am very sorry we disappointed you today. What can I do to regain your trust in McDonald's?""I am doing my best to help you; can we please work through this together?""I really want to help you, but your foul language is getting in the way.""I have full authority to resolve your concerns. Please give me the opportunity to fix this situation and regain your satisfaction in McDonald's.""Your request goes beyond my authority. What I can do for you is take your name and number and have the right person get in touch with you as soon as possible.""I am very sorry you feel that way. I hope you will give us another opportunity to serve you again in the future."

10. Hello, My name is Joseph I’m the customer service officer from McDonald’s calling in response to your call/e-mail to our Customer Contact Center.I’m sorry you were disappointed with the temperature of the food you received yesterday. I apologize you felt the service you received was not friendly. I hope you will accept my apology for the inaccurate order you received today. I’m sorry you were disappointed with your visit yesterday.

11. After this call, I’m going to personally discuss this incident with the franchise owner so that he can follow-up at the restaurant and address this issue. I will be talking to my management team about your experience so that additional employee training can take place.You can be assured this information will be shared with the Restaurant Manager so that she can address this issue.

12. For your inconvenience, I’d like to send you a Be Our Guest card for…dessert/caramel sundae. I’d like to invite you back to the restaurant for a complimentary meal so we can have the opportunity to regain your trust. I value your business and hope that you will give us another try.I appreciate the time you took to bring this to our attention. For the time you took to bring this to our attention, I’d like to send you a McDonald’s Arch Card.Again, Mr./Mrs./Ms. ... I’m sorry we let you down.

13. 10 Customer Recovery Phrases That Work"I know that you are upset, and I am here to help you." "I understand how you feel; I'd be upset, too. But now, I want to try to make this situation right for you." "Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction." "I am very sorry we disappointed you today. What can I do to regain your trust in McDonald's?I am doing my best to help you....Can we please work through this together?" "There is no need to yell or be loud to get my attention. I promise to give you that." "I really want to help you, but your foul language is getting in the way." "I have full authority to resolve your concerns. Please give me the chance to fix this situation and regain your trust in McDonald's." "I am very sorry that you feel that way. I hope you will give us another opportunity to serve you again in the future." "Your request goes beyond my authority. What I can do is take your name and phone number and have the right person get in touch with you as soon as possible."

14. Service SlowMany steps are taken in our training so that you should be receiving fast, friendly and accurate service.

15. We strive to deliver fast service on every visit that you make to our restaurants.InaccurateMany steps are taken in our training to deliver accurate service.QualityGeneral FoodWe are committed to serving only the highest quality products in our restaurants.We have the strictest quality control measures in the industry including specific preparation procedures to ensure we serve only the highest quality products.BeefMcDonald’s uses 100% USDA inspected beef. We never use additives or fillers.We have the highest quality control standards in the industry which meet and often exceed Federal standards.

16. Chicken McDonald's chicken products start with the highest quality chicken from the best suppliers in the industry, such as Tyson, whose plants are government-inspected. Our Chicken McNuggets made with white meat are carefully inspected and evaluated by our suppliers, both before and after production, to assure that the chicken meets McDonald's high-quality standards. Bone: We use the latest technology available to de-bone our chicken. Additionally, portions of chicken are inspected by hand for bones.

17. Food SafetyGeneral Food safety is McDonald’s highest priority. We have the most stringent overall food safety testing and inspection procedures. In fact, our standards are the highest in the industry.Food We are absolutely committed to serving only the safest products with the highest quality ingredients that are produced according to our strict quality control standards.Cooking Temperature All McDonald’s beef patties are cooked on state-of-the-art equipment to an internal temperature of a minimum of 155 degrees Fahrenheit to ensure a safe product. This meets or exceeds Federal standards.