What should employees do if they receive a customer complaint?

Addressing a customer complaint promptly, listening to the customer, and seeking a resolution is essential for maintaining high-quality customer service and encouraging customer loyalty. When employees take the time to listen to the customer's concerns, it demonstrates that the company values their feedback and is committed to resolving issues. This approach not only helps to de-escalate potentially tense situations, but it also creates a positive experience for the customer, even if the initial interaction was negative. Additionally, resolving complaints effectively can lead to repeat business and enhance the overall reputation of the establishment.

The other options do not foster a positive customer experience or contribute to service excellence. Ignoring a complaint disregards the customer's feelings and can lead to further dissatisfaction. Referring the issue to a manager may be appropriate in certain circumstances, but it is not always necessary and can delay a resolution if the employee is capable of handling it themselves. Asking a customer to leave if they are upset does not resolve the issue and can result in losing a customer entirely, which is contrary to the goals of providing excellent service and building a loyal customer base.