What should be done if a customer complains about an order?

When a customer complains about an order, it is essential to respond appropriately to maintain customer satisfaction and loyalty. Listening to the complaint demonstrates respect and shows that you value the customer's feedback. Apologizing acknowledges the customer's feelings and recognizes that they had a negative experience. Following the protocol for resolution ensures that the issue is handled systematically and effectively, giving the customer confidence that their concern is being taken seriously.

This approach not only addresses the immediate problem but also helps to build a rapport with the customer, potentially turning a negative experience into a positive one. By handling the situation in a caring and professional manner, you reinforce the company's commitment to customer service and quality, which is critical in a service-oriented environment like Starbucks.