What should a barista do if a customer is dissatisfied with their drink?

Listening to the customer's concerns and apologizing is an essential part of providing good customer service. Acknowledging their dissatisfaction shows that the barista values the customer’s feedback and is committed to ensuring a positive experience. This approach helps to build trust and rapport with the customer, demonstrating that their opinion is important and that the barista is willing to address any issues that arise.

When a barista listens attentively, it allows them to understand the specific problem with the drink. This can provide valuable insights for making adjustments or remaking the drink to meet the customer’s expectations. An apology conveys empathy and understanding, which can diffuse tension and lead to a more satisfied customer, even if the initial experience was less than ideal. Taking such proactive steps can often turn a negative situation into a positive one, enhancing customer loyalty and satisfaction.