What should a cashier do if a customer complaints about service?

Listening and empathizing with the customer is essential in handling complaints effectively. This approach shows that the cashier acknowledges the customer's feelings and concerns, which is crucial in de-escalating a potentially tense situation. By actively listening, the cashier can gather more details about the issue, making the customer feel heard and valued. Empathy helps build rapport and can often lead to a resolution that satisfies the customer, whether that’s through an explanation, an apology, or a solution to the problem.

Offering a refund or other solutions might certainly be appropriate later on, but the initial step of listening is vital to fully understand the customer's dissatisfaction. Ignoring the complaint or asking the customer to leave could exacerbate the situation, leading to further dissatisfaction and potentially damaging the business's reputation.