The Correct Answer and Explanation is:
Of course. Here is the correct answer and a detailed explanation.
Correct Answer
“I am so very sorry about that. That is completely unacceptable and should not have happened. Please allow me to take this from you and I will bring you a fresh drink in a new glass right away.”
Explanation
This response is the most effective because it follows the three essential steps of service recovery: apologize, take ownership, and provide an immediate solution.
First, the apology is immediate, sincere, and specific. Saying “I am so very sorry about that” directly acknowledges the customer’s complaint. Following up with “That is completely unacceptable” validates their frustration. This shows empathy and reassures the customer that their concern is being taken seriously. A chipped glass is not just a minor inconvenience; it is a genuine safety hazard that could cut a person’s lip, so treating it with urgency is critical.
Second, the response demonstrates ownership of the problem. Even though the scenario states the bartender is responsible for inspecting glassware, the server who delivered the drink should not deflect blame. To the customer, the server represents the entire establishment. By saying “Please allow me to take this,” the server takes control of the situation without making excuses or pointing fingers. This professionalism builds trust and de-escalates the customer’s frustration. The internal issue regarding the bartender’s oversight can and should be addressed later, away from any customers.
Finally, the statement provides a clear and immediate action plan. Promising to “bring you a fresh drink in a new glass right away” leaves no ambiguity. The customer knows exactly what will happen next to resolve the issue. This proactive approach prevents the customer from having to ask what will be done, turning a negative experience into an opportunity to demonstrate excellent, attentive customer service and a commitment to their safety and satisfaction.
