How should staff respond to a customer who is unhappy with their meal?

When a customer expresses dissatisfaction with their meal, it is crucial for staff to prioritize the customer's experience and ensure they feel heard and valued. Listening to the complaint allows staff to understand the specific issue, while apologizing demonstrates empathy and ownership of the situation, regardless of who may be at fault. Offering to resolve the issue is a key step in restoring customer satisfaction, whether that means replacing the meal, providing a discount, or another solution tailored to the concern raised.

Responding in this manner fosters a positive relationship with the customer, as it shows that the establishment cares about their feedback and is willing to make things right. This approach can turn an unhappy customer into a loyal one, as they feel their voice was important and their issue resolved satisfactorily.