How should you respond to a guest complaint about a dish?

• A. Blame the guest for the dish.
• B. Offer a refund without investigation.
• C. Ignore complaint.
• D. Listen, acknowledge, apologize, propose a remedy (remake, replacement, discount), and follow up with manager if needed.

Answer: (D)

Handling a guest complaint about a dish centers on listening, empathy, and taking concrete action to make things right. Start by really listening to understand what happened, then acknowledge the guest’s experience and apologize for the disappointment. Offer a remedy that fits the situation—such as remaking the dish, providing a replacement, or offering a discount—and follow through to ensure the guest is satisfied. If needed, involve a manager to authorize the remedy and then check back to confirm the guest is happy with the resolution.

This approach matters because it shows you value the guest’s experience and are committed to quality, which helps preserve trust and loyalty. Blaming the guest, issuing a refund without looking into the issue, or ignoring the complaint can escalate dissatisfaction and damage the guest’s perception of the restaurant.