What should you do if a customer reports an allergic reaction to food?

When a customer reports an allergic reaction to food, it is crucial to listen attentively and show empathy by apologizing for their experience. This response not only acknowledges the customer's distress but also demonstrates a commitment to their well-being. Providing nutritional facts is fundamental, as it equips the customer with important information regarding the ingredients involved. This allows the customer to make informed decisions about their dietary needs and can also be instrumental in determining the source of the allergic reaction.

Listening actively ensures that the customer feels heard and validated, which is essential in any customer service scenario, especially when health and safety are at stake. Apologizing is a standard practice that helps maintain the company’s reputation and fosters customer loyalty, even in unfortunate circumstances. Providing nutritional information also aligns with food safety and transparency practices, demonstrating that the establishment cares about food allergies and is willing to take responsibility in helping the customer understand what might have gone wrong.

Other options such as ignoring the complaint or simply re-taking the customer's order fail to address the serious nature of food allergies. Offering a free meal as compensation may seem like a quick fix, but it does not resolve the main concern of the customer's health and safety. In fact, such gestures might not be appropriate or sufficient in the context of an allergic reaction