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Lecture for the head office staff of restaurant chain "Mama Roma"

This time, Patrick Farran, F & B Research lecturer, spoke about working principles when handling customer complaints.

During the lecture, students discussed the main types of "difficult" customers and how to handle these customers effectively. Particular attention was paid to the importance of creating a positive attitude whilst dealing with such problems - there should be no such case where employees feel it necessary to keep silent about important issues, unfortunately, this often happens in real-life situations. Role-playing games conducted during the lecture helped to consolidate this theory.  

We would like to thank “Mama Roma” restaurant’s head office for their attendance and look forward to further cooperation!