(R) This customer is angry because his order is incorrect. While his tone is regrettable, his complaint is still valid. Apologise and correct the error. Don't be too hard on yourself. Mistakes happen. BUT NEVER MAKE THE SAME MISTAKE TWICE. If the customer is still not satisfied, provide him with our mailing address where he is free to submit his complaint in writing. Oh my. Now, we have a problem. This customer is not just disrespecting you; he is disrupting other guests. He must be dealt with before his behaviour adversely impacts the Los Pollos Hermanos experience. The most importing thing is to avoid escalating the situation. Try calmly asking him to leave. Your safety and the safety of our customers is always at the top priority. If you feel physically threatened, do not call the police. Contact management immediately and it will be handled. These situations can usually be dealt with privately and, most-always, effectively.

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