What should staff do if they are unsure how to handle a customer complaint?

In situations where staff members are unsure how to address a customer complaint, involving a manager for assistance is the most appropriate action. Managers typically have more experience in handling various customer service challenges and can provide guidance on resolving the issue effectively. This approach not only ensures that the complaint is taken seriously but also demonstrates a commitment to customer satisfaction by seeking expert support to rectify the situation.

Bringing in a manager allows for a more thoughtful and informed response, which can lead to a solution that meets the customer's needs. This method fosters a collaborative environment in which employees are encouraged to seek help, ultimately leading to better service and a more positive experience for the customer. Prioritizing clear communication and support in addressing complaints is essential in maintaining a high standard of customer service at Zaxby's.