Philippine E-Journals

Handling Customer Complaints at Maesho Fedeli Café in San Pedro, Laguna: Sweet and Bitter Recovery

Kristian Paul U. Cinco | Patricia Xilca Magno | Frann - Ernes Malijan

 

Abstract:

This research aimed to determine how Maestro Fedeli Cafe handles customer complaints and how the company gains its guests’ trust and loyalty. Handling customer complaints is one of the vital roles of a hospitality provider when guests experience discomfort from their services. Resolving this properly is beneficial to an establishment. Taking immediate action on every complaint makes the guests appreciative and loyal. At Maestro Fedeli Cafe, every complaint is considered a blessing. The management finds every complaint to be an opportunity for them to improve and make their service better. In this study, a descriptive design with qualitative approach was employed. Through interview, the researchers found out that Maestro Fedeli Café uses a 10-step approach in handling major complaints. The staff puts more emphasis on staff and customer relationships. They are trained to be flexible in handling complaints and preventing them. The researchers recommended that Maestro Fedeli Cafe should continue its strategy in handling customer complaints.