What should you do if a guest claims they did not receive all their drive-through items?

When a guest claims they did not receive all their drive-through items, showing empathy and apologizing is the most appropriate response. This approach acknowledges the guest's feelings and emphasizes a commitment to customer satisfaction. Apologizing helps to diffuse the situation by indicating to the guest that their concern is valid and taken seriously. It fosters a positive atmosphere, which is essential for maintaining good customer relations.

This response sets the stage for further action to resolve the issue effectively. Once the guest feels heard and understood, you can then proceed to investigate the matter, check their order, and ensure they receive what was missing. This method enhances the overall dining experience, encouraging the guest to return.

Other responses, while they may have their merits, do not effectively address the immediate need for customer reassurance. Offering a discount might be seen as insincere if the guest's concerns have not been validated first. Simply agreeing with the complaint without verification does not help to resolve the issue and could undermine the credibility of the staff. Requesting proof of purchase could also be perceived as dismissive, especially when the initial priority should be to ensure that the guest feels supported and valued.