How should a server handle a customer's complaint?

Listening actively to a customer's complaint, apologizing sincerely, and providing a solution is essential for effective service recovery. This approach acknowledges the customer's feelings and demonstrates that their concerns are valued. By actively listening, the server can fully understand the issue and the customer's perspective, which helps in finding an appropriate resolution. A sincere apology shows empathy and responsibility, fostering a more positive experience. Offering a solution tailored to the complaint can not only resolve the issue at hand but also enhance customer loyalty, as it shows a commitment to customer satisfaction and a willingness to make things right.

Ignoring the complaint would leave the customer feeling unheard and frustrated, potentially leading to loss of business and negative reviews. Passing the customer to another server without addressing the issue may come off as avoiding responsibility and could further disappoint the customer. Offering a free dessert without inquiry can seem insincere if it does not actually address the problem, and may not be appropriate depending on the nature of the complaint. Each of these methods fails to engage with the customer’s concerns in a meaningful way compared to the recommended approach.