When a guest is dissatisfied, NBC's recommended response is?

• A. Immediately offer a replacement without explanation.
• B. Listen, apologize sincerely, offer a remedy (replacement, refund, or alternative), and document the interaction.
• C. Ignore the complaint and continue serving.
• D. Record the incident but do not engage the guest.

Answer: (B)

When a guest is dissatisfied, the best approach is to listen first to understand what happened, apologize sincerely to acknowledge their feelings, offer a remedy such as a replacement, refund, or alternative that fits the situation, and document the interaction for follow-up and quality tracking. Listening shows you value their experience and prevents assumptions. A genuine apology helps defuse the situation and communicates care. Providing a remedy demonstrates that you’re taking responsibility and gives the guest a path to resolution, which can restore trust and satisfaction. Documenting ensures there’s a record of what occurred and what was offered, supporting consistency across staff and helping identify any recurring issues. The other options miss important parts of this approach: replacing without explanation can feel impersonal, ignoring the complaint leaves the guest unresolved, and merely recording without engaging fails to address the guest’s needs in the moment.