If a customer receives an incorrect drink order, what should the barista do?

When a customer receives an incorrect drink order, the best course of action is to apologize and promptly remake the drink according to the original order. This response acknowledges the customer's disappointment and demonstrates a commitment to providing excellent service. An apology shows empathy and understanding, recognizing that the customer's experience has been disrupted by the mistake.

Remaking the drink ensures that the customer receives what they actually wanted, which is essential for customer satisfaction. This approach can help to build trust and loyalty, as it conveys that the barista and the establishment value the customer's experience and are willing to correct mistakes.

In contrast, ignoring the complaint would leave the customer feeling unheard and frustrated. Offering a refund might not be necessary and could create unnecessary complications if the customer simply wants the correct drink made. Suggesting that the customer ordered incorrectly places blame on them instead of addressing the service issue, which is not conducive to maintaining a positive relationship with the customer.