What should a server do if a customer complains about their meal?

Listening to the complaint and addressing it appropriately is the best practice for a server when dealing with a customer’s concerns about their meal. This approach demonstrates excellent customer service, allowing the server to understand the specific issues the customer is experiencing. By actively listening, the server can acknowledge the customer’s feelings, show empathy, and work towards a satisfactory resolution.

Addressing the complaint appropriately might involve offering to replace the dish, providing a different meal, or fixing any specific issues the customer has pointed out. This not only helps to rectify the immediate problem but also reinforces the customer’s sense of being valued and heard, which can lead to improved customer satisfaction and loyalty. Moreover, dealing with complaints directly helps maintain the restaurant's reputation as a service-oriented establishment.

Choosing to ignore the complaint would likely frustrate the customer further and could result in a negative dining experience. Elevating the complaint to management immediately without trying to resolve it first could bypass an opportunity to provide prompt service. Offering a discount without discussing the issue might suggest that the server is dismissive of the customer's feedback and does not take their concerns seriously. Therefore, actively listening and addressing the customer’s complaint is the most effective and appropriate response.