How should a Biggby barista handle a customer complaint?

Listening actively to a customer complaint is essential in providing excellent customer service. When a barista demonstrates active listening, it shows the customer that their concerns are valued and taken seriously. Empathizing with the customer helps to build a rapport and alleviates the frustration they may be experiencing. By acknowledging their feelings, the barista can create a positive environment even when addressing a negative situation.

Offering a solution is a crucial step in resolving the complaint. This might involve providing a replacement for a faulty product, offering a refund, or adjusting the order to meet the customer’s needs. This proactive approach not only helps to resolve the customer's immediate concern but also reinforces their loyalty to the brand, as they feel their issues are handled professionally.

Following up after offering a solution ensures the customer feels that their experience is important to the business. This could mean checking in to see if the customer is satisfied with the resolution or if there is anything further that can be done. This step plays a significant role in fostering a long-term positive relationship with customers, which is vital for repeat business.

Overall, the correct choice emphasizes a comprehensive approach that values customer feedback, resolves issues effectively, and actively works towards maintaining a strong customer relationship.