Special Requests & Modifications
Lesson 3 of 13 in Customer Service in Food Service · 22 minutes
Handle customer modification requests at the table. CLB 4-5 — accommodate when possible, decline gracefully when not, confirm allergies carefully.
What you'll learn
- Listen for the customer's actual request
- Confirm with the kitchen before promising
- Distinguish preference from allergy
- Decline gracefully when something isn't possible
From the transcript
Friday lunch at a casual restaurant. The server, you, is taking orders at table 7 — two customers, both with modifications and one with an allergy. The kitchen is busy but communicative.
You: Are you ready to order, or would you like another minute?
David: I'll have the burger combo — but can I get sweet potato fries instead of regular?
You: Sweet potato fries instead of regular — sure, there's a $2 substitution fee. Is that alright?
David: That's fine.
You: Just so you know, our burgers are always cooked all the way through, to 71 degrees. That's the safe temperature for ground beef.
David: Good to know. Thanks.
Priya: I'll have the chicken Caesar — but I'm allergic to nuts. Does the Caesar have…