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Restaurant
Hai sir.., My view on your question menrtioned below.
Follow tha rule of "LAST"
L= Listen the guest with out intrepting his words or with out argument
A = Apologise for the complaint
s = Suggest a remedy to solve the complaint
T = Thanks to the guest
First Listen carefully completly regognize Guest complain then politly give him/her to reply & say sory by heart oplogize say never happen again then solve the problem.
