What is the first action a barista should take when handling a customer complaint?

Listening to the customer is the fundamental first step when handling a complaint because it shows respect and empathy towards their concerns. By actively listening, the barista can fully understand the nature of the complaint, which is crucial for addressing it appropriately. This not only helps in grasping the specifics of the issue but also makes the customer feel valued and heard, which is essential for maintaining a positive relationship.

Focusing on listening allows the barista to gather all relevant information before deciding on the next steps. This understanding informs any necessary actions that may need to be taken, whether it involves offering an apology, resolving the issue immediately, or asking for more details. Establishing a good rapport through attentive listening helps in de-escalating the situation and demonstrates a commitment to customer satisfaction.