How might a server deal with a difficult customer?

Remaining calm and listening to a customer's concerns is essential for effective customer service, especially when dealing with difficult situations. This approach allows the server to understand the specific issue the customer is experiencing, demonstrating that they value the customer's feelings and opinions.

Active listening helps to de-escalate tension, as the customer feels heard and acknowledged. This can lead to a more constructive dialogue and provides an opportunity for the server to offer solutions or assistance. By maintaining composure and focusing on the customer's issues, the server can work towards resolving the complaint, ultimately enhancing the customer's experience and maintaining a positive atmosphere in the diner.

Other strategies, like ignoring complaints or arguing with customers, can exacerbate the situation and lead to further dissatisfaction. Changing the subject would disengage from addressing the customer's concerns, which could leave them feeling unresolved and frustrated. Therefore, listening and remaining calm is the most effective and professional way to handle difficult customers.