What action should a server take if a guest complains about their meal?

When a guest complains about their meal, it is essential for the server to listen carefully, apologize, and offer a solution. This approach demonstrates that the server values the customer's experience and is committed to addressing their concerns. Active listening allows the server to understand the specifics of the complaint, apologizing helps to acknowledge the guest's dissatisfaction, and proposing a solution provides a way to rectify the situation. This not only enhances customer satisfaction but also helps build loyalty by showing that the restaurant cares about their dining experience.

Ignoring the complaint or moving on can lead to increased frustration for the guest, as they may feel their concerns are not being taken seriously. Changing the subject, while it may seem light-hearted, does not address the issue at hand and can come off as dismissive. Asking the guest to eat the meal despite their dissatisfaction shows a lack of empathy and can damage the relationship between the server and the guest, potentially leading to a negative impression of the restaurant overall. Thus, the approach of listening, apologizing, and offering a solution is the most effective way to handle complaints in a way that aligns with good customer service principles.