What should FOH staff do if they encounter an unhappy customer?

When dealing with an unhappy customer, listening actively and seeking a resolution is the most effective approach. This method involves demonstrating empathy and understanding toward the customer's feelings and concerns. By actively listening, FOH staff can gather important information about the customer's issue, which can help to address their needs effectively.

Taking steps to resolve the problem shows the customer that their experience matters, fostering a sense of value and care. This can turn a negative situation into a positive one, potentially retaining the customer's loyalty and encouraging them to share their favorable experience with others. In a customer service environment like Zaxby's, prioritizing customer satisfaction is crucial for building a positive reputation and ensuring repeat business.

Other approaches, such as arguing with the customer or taking complaints personally, can escalate the situation and create further dissatisfaction. Ignoring the complaint in favor of assisting other customers would not only fail to resolve the initial problem but could also lead to a loss of potential business and negative perceptions of the establishment.