How should a barista respond when a customer has a complaint?

Responding to a customer's complaint with active listening is crucial for effective customer service. Active listening involves fully concentrating on what the customer is saying, understanding their concerns, and demonstrating empathy towards their experience. By doing this, the barista validates the customer's feelings, which can help de-escalate the situation and foster a positive interaction.

Moreover, engaging in active listening allows the barista to gather important information about the complaint, enabling them to address the issue more effectively. This approach shows that the barista cares about the customer's satisfaction and is committed to resolving any problems, which can lead to increased customer loyalty and a better overall experience.