What should you do if a customer complains about their order?

• A. Ignore them
• B. Listen and attempt to resolve the issue
• C. Tell them it's their fault
• D. Redirect them to management

Answer: (B)

Listening and attempting to resolve the issue when a customer complains about their order is crucial for several reasons. First, it shows the customer that their concerns are valued and taken seriously. This immediate attention can help to de-escalate the situation and make the customer feel heard. By actively listening, you can identify the specific problem they are facing, which is essential for providing an appropriate solution.

Moreover, resolving the issue not only aims to satisfy the customer in that moment but also helps to build long-term customer loyalty. By effectively handling complaints, the shift leader can turn a potentially negative experience into a positive one, fostering trust and encouraging repeat business.

Additionally, addressing customer complaints also aligns with the principles of good customer service, which is a foundational aspect of McDonald's operations. Employees are trained to prioritize customer satisfaction and to resolve issues promptly and professionally, ensuring that customers leave happy and willing to return.