Which acronym summarizes the steps to handle guest complaints?

The correct answer is B, LAST, which stands for Listen, Apologize, Solve, and Thank. This acronym effectively summarizes a systematic approach to managing guest complaints in a way that fosters customer satisfaction and loyalty.

Listening is the first crucial step because it allows the guest to fully express their concerns and feelings, ensuring that they feel heard and valued. This can often defuse any initial tension and shows the guest that their opinion is important.

Apologizing comes next, which helps to acknowledge any inconvenience or discomfort the guest may have experienced. An apology can validate their feelings and show empathy toward their situation.

The third step, solving, is where you actively work to remedy the issue at hand. This is where you demonstrate your commitment to customer service by taking concrete steps to address the problem, whether that is through providing a replacement meal, offering a refund, or another form of compensation.

Finally, thanking the guest after addressing their complaint closes the interaction on a positive note. It shows appreciation for their feedback and strengthens the relationship, encouraging the guest to return despite their earlier dissatisfaction.

In summary, LAST outlines a framework that not only resolves issues but also enhances the overall guest experience, making it an effective tool for any shift lead in the restaurant environment.