Nobody enjoys being the recipient of a Guest complaint but complaints are to be expected while working in the Pizzeria and hospitality business. Complaints can be viewed in a positive light if handled properly. Complaints give us insights into how to make our Pizzeria better. Demanding Guests force us to be our best. When complaints are resolved satisfactorily, Guests become even more loyal and dedicated to the Passariello’s. Please pay attention to our Guests, and take care of them. Never say, “I’m sorry,” simply say, “I apologize” and handle the complaint to the best of your ability. When faced with a Guest issue or complaint:

TELEPHONE COURTESY

Employees that have a responsibility to answer the telephone must be respectful and courteous. Answer the phone promptly, within two to three rings max.

When answering the phone, always use the ’First Name Rule.’ Give the Guest your first name

Ask the Guest their name and continue using it through the conversation

This eliminates nameless and faceless interactions.

Should a guest call to request a catering order, refer the guest to the manager on duty or the employee who is responsible for catering orders. Ask if you may put the guest on hold.