When handling a customer complaint, what is the first step you should take?

When handling a customer complaint, what is the first step you should take?

• A. Offer a refund immediately
• B. Listen to the complaint
• C. Defend the restaurant's policies
• D. Change the customer’s meal

Answer: (B)

Listening to the complaint is crucial in effectively addressing customer concerns. This step allows the customer to fully express their feelings and the specifics of their issue, which not only helps in understanding the root cause of their dissatisfaction but also shows that you value their input and are committed to resolving the problem. Active listening builds rapport and trust, making it easier to find a suitable solution for both the customer and the restaurant. By prioritizing this step, you can better assess the situation and determine the most appropriate response moving forward. Focusing on listening first before taking any other actions, such as offering a refund or changing a meal, ensures that your actions are informed by a thorough understanding of the complaint.

Listening to the complaint is crucial in effectively addressing customer concerns. This step allows the customer to fully express their feelings and the specifics of their issue, which not only helps in understanding the root cause of their dissatisfaction but also shows that you value their input and are committed to resolving the problem. Active listening builds rapport and trust, making it easier to find a suitable solution for both the customer and the restaurant. By prioritizing this step, you can better assess the situation and determine the most appropriate response moving forward.

Focusing on listening first before taking any other actions, such as offering a refund or changing a meal, ensures that your actions are informed by a thorough understanding of the complaint.