Ask the Expert: How to Address Customer Complaints
Ask the Expert: How to Address Customer Complaints
Jun 07, 2019

No matter how great your track record is, you’re likely to run into an unhappy customer at one time or another. Knowing how to handle these situations can make all the difference. Address a complaint with grace, speed and care, and you’re more apt to keep your customers coming back for more — despite the issue they’ve experienced.

Now, we don’t like to toot our own horn, but we are known for our amazing customer service. So, from one customer-service pro to the next, we’d like to share a little about our approach on the off chance it helps you improve yours.

Here are the five key elements of our customer service credo!


You’d be surprised how bad habits negatively impact your ability to listen, without you even realizing it. To ensure you’re taking in what customers say, practice your active listening skills. This technique requires you to give your undivided attention. Rather than passively “hearing” a message, concentrate and don’t be afraid to ask for clarification to ensure you’re interpreting the situation correctly. Also, let your customers know that you’re listening by giving them verbal and non-verbal cues and paraphrasing what you’ve learned along the way.


Put yourself in your customer’s shoes. While you won’t always see things exactly as they do, you can try to understand where they are coming from. By actively listening and asking a combination of open-ended and probing questions, you can get at the crux of the problem and figure out what kind of resolution they expect. Lastly, don’t discount the power of showing a little empathy. If you can put your emotions aside and instead make them feel validated in their position, you’ll help diffuse the situation and keep the conversation productive.


If a customer is taking the time to bring an issue to your attention, you can bet your bottom dollar they want a solution. And not just any solution — they expect a quick and generous one. However, this is where things can get tricky. Unless your organization empowers its employees to provide solutions on their own, it’s easy to drag out the process and upset the customer further. At all costs, try to circumvent any unnecessary runaround for the customer. Talk in advance with supervisors to identify appropriate solutions for hypothetical problems. And, if you end up needing to escalate a real-time issue, do it quickly and don’t make the customer repeat themselves again and again.

Follow up

You know the saying, “let bygones be bygones?” Well, ignore it (to a degree). Even after you’ve come to a resolution, carve out time to check in with the customer after the dust has settled. For foodservice professionals, this might mean circling back at the end of the meal with a free drink or dessert. Or, for others, it could be as simple as a follow-up email summarizing the solution and reiterating your sincere apologies for the inconvenience caused. Whatever you do, show your customers that you care and that you value their business. Just remember to read the situation and avoid any follow up that could come off as pestering or inconsiderate.


Although you never like to hear that your customers aren’t thrilled with their experience, there’s a silver lining. Hearing directly from customers allows you to gather feedback, learn from it and improve. To get the most out of it, make sure you have a process for tracking and communicating feedback internally. And remember, it’s not a blame game. Create a safe environment, so all employees are comfortable sharing everything from the amazing to the good, the bad and the ugly.

The Ovention promise

At Ovention, we put customers first. From our high-quality, innovative ovens to our relentless commitment to service, we are determined to be the best part of your day. And while we could tell you all about our amazing technology and the culinary inspiration our ovens deliver, we’ll let our customers do the talking. Click here to hear what other industry leaders have to say about us!

Ovention Ovens Make It Easy
Shuttle® NEW 2600! 2000/1600/1200
Shuttle® NEW 2600! 2000/1600/1200

If you value precision and volume, Ovention has the perfect oven to fit your operation. The Shuttle sets the new standard for conveyor ovens everywhere. No other oven can operate as both a conveyor and a closed-cavity oven.

Matchbox® 1718/1313
Matchbox® 1718/1313

Cook a full menu of delicious offerings without an oven hood. The Ovention Matchbox 1718/1313 takes the traditional conveyor oven to a whole new level.

Conveyor 2600/2000/1400
Conveyor 2600/2000/1400

Simple, smart and the right fit for operators looking for a high-throughput conveyor oven. The Ovention Conveyor Oven is the most technologically elegant and operator-friendly conveyor on the market today.

Matchbox® M360 14/12
Matchbox® M360 14/12

Cook a full menu better, faster, and easier. The Ovention Matchbox M360 has Precision Impingement® technology, a unique cooking carousel, and a small footprint, making it the perfect fit for any operation.

Finishing F1400
Finishing F1400

Finish your plates with ease and precision with this robust IR finishing conveyor. Melt, sear, toast, and finish to perfection with this operator-friendly, quiet conveyor.

MiLO® Double/Single
MiLO® Double/Single

Revolutionary infusion of Linear Impingement and Infrared (IR) technologies. Independently controlled top and bottom cavities, each with its own interior light and control panel.


Introducing MiSA; Microwave Speed Assist. Higher quality, higher speed, smaller footprint.

How to Squeeze More Value Out of Your Oven
May 22, 2024

Commercial ovens are one of the largest investments you can make in your kitchen. Cleaning, inspection, maintenance, and repair can […]

The Three Major Kitchen Design ‘No-Nos’
Apr 25, 2024

Exceptional kitchen design. It helps everything run smoothly and puts you in a much better position to succeed in a […]

Kitchen Equipment for Quick Service Restaurants
Apr 16, 2024

The right equipment for quick service restaurants is essential for a smooth operation; it can help you save time and […]

Schedule an Ovention Ovens Demo

Our goal is to partner with you to help you build your business. We will set up a demonstration that suits your needs, whether you want us to cook your current product, show you a range of new products, or do a side-by-side comparison with another oven we are ready to show you what Ovention can do.

Please complete ALL the fields below to schedule a demo.*

Find a Rep Near You

Experience an Ovention oven in action. We have test kitchens all across the country and representatives waiting to demonstrate our award-winning technology and ease of use. Contact us today to learn how one of our ovens can elevate your culinary versatility and build your business.

Cooked with Conveyor 2600/2000

    Your Cart
    Your cart is emptyReturn to Shop