What should a server prioritize when handling customer complaints?

A server should prioritize listening actively and resolving the issue promptly when handling customer complaints because effective communication and swift action are crucial for customer satisfaction. When a customer raises a complaint, it often stems from a desire to be heard and understood. By actively listening, the server demonstrates empathy and a willingness to address the customer's concerns.

Resolving the issue promptly not only helps to alleviate the customer's frustration but also shows that the restaurant values their experience and is committed to providing quality service. This proactive approach may convert a dissatisfied customer into a loyal one, as they appreciate the effort made to rectify the situation. In contrast, other options may not effectively address the customer's immediate feelings or may escalate the situation rather than defuse it.