What action should you take if an online order guest complains about a 15-minute wait?

The appropriate action in response to a guest's complaint about a 15-minute wait is to greet the guest, apologize for the inconvenience, listen to their concerns, and thank them for bringing this to your attention. This approach demonstrates a commitment to customer service and helps to diffuse any frustration the guest may be feeling.

By greeting the guest, you acknowledge their presence and make them feel valued. Apologizing shows empathy and an understanding of their dissatisfaction with the wait time. Listening is crucial as it allows you to fully understand their concern, and it gives the guest an opportunity to express their feelings and experiences. Lastly, thanking the guest not only reinforces that you value their feedback but also leaves them with a positive impression, fostering goodwill even in a situation where they faced a delay.

This method creates a more constructive interaction and can lead to a more satisfied customer, who may appreciate your attentiveness and willingness to address their concerns. Providing effective customer service in these moments can help turn a negative experience into a positive one.