If a customer complains about service, what is the first step a server should take?

The initial step a server should take when a customer complains about service is to listen to their complaint. Actively listening allows the server to fully understand the customer's perspective and feelings regarding the service issue. This approach demonstrates empathy and shows the customer that their concerns are valued. By focusing on what the customer is saying, the server can gather important details about the situation, which is essential for addressing the complaint effectively and finding an appropriate solution. Listening also helps to de-escalate any tension, as customers often feel frustrated or upset when voicing a complaint.

This action sets a positive tone for the interaction and lays the groundwork for subsequent steps, such as clarifying the situation or proposing solutions. It is crucial in building rapport and trust with customers, which can facilitate a more favorable resolution to the issue at hand. Understanding the root of the complaint is fundamental before taking any further actions like offering discounts or changing orders, which might not address the actual concern expressed by the customer.