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Step 1
Keep the server away from the table or the area where you're talking to the customer. Question him about the situation away from the diner so he can tell you his version of the story without the annoyed customer butting in or arguing.
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Step 2
Let the customer vent completely. Maintain eye contact and nod considerately to let her know that you're listening attentively. When she's done, ask her specific questions to get the complete story, including how the server reacted when she complained.
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Step 3
Deal with the customer's satisfaction immediately. In addition to assuring the customer that you'll discipline the serve appropriately and put new measure into place to prevent similar situations from happening in the future, offer him something as compensation. Consider a free dessert, a percentage off the bill or even a complimentary meal if the circumstances were bad enough.
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Step 4
Evaluate whether you've had similar problems with this server before if it sounds like the customer's was in the right. If it's a first offense (provided that it wasn't a situation that your restaurant will be held liable for), give a verbal warning or add a memo to the employee's file. If you notice a pattern of rude or incompetent behavior, however, consider making her go through training again or let her go.
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Step 5
Maintain your cool not matter how upset your customer becomes and regardless of whether he starts slinging personal insults. Even if he threatens to abandon your business completely, remain cordial and express the hope that he changes his mind. Your kindness may be remembered when he calms down.
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Step 6
Prevent future situations by holding a mini workshop with your staff to help them deal with similar customers in the future, regardless of who was at fault.
