How should FOH staff effectively handle customer complaints?

Handling customer complaints effectively is a crucial aspect of providing excellent service in the Front of House (FOH) at Zaxby's. Listening attentively to the customer's concerns demonstrates empathy and shows that the staff values the customer's experience. When FOH staff actively listen, it helps to understand the issue fully and fosters a positive atmosphere where the customer feels heard and respected.

Following up with an appropriate solution not only addresses the immediate concern but also can turn a negative experience into a positive one. Offering a solution can involve replacing a meal, providing a discount, or even simply apologizing and acknowledging the inconvenience. This proactive approach can help to retain customers and improve overall satisfaction.

In contrast, blaming the kitchen for mistakes, ignoring minor complaints, or asking a customer to leave can lead to further dissatisfaction and a negative impression of the restaurant. These actions can damage the relationship with the customer and harm the restaurant’s reputation. Therefore, the best approach is to listen attentively and work towards a resolution.