"I have been taught to solve customer complaints in three easy steps. Ask, Repeat, Resolve. What this means is that I ask the guest for a breakdown of what is bothering them. I then repeat their issue back to them, in their own words. Once we have confirmed that the grievance is fully understood, I ask them what they would like to see as a resolution. Guests want to be heard, and they want to see that you are trying to help. If their request can be made, as it usually is, then I comply and work towards a resolution."