In case of a customer incident, what is the first action you should take?

The first action to take in the case of a customer incident is to ensure the guest is okay. This is crucial because the immediate priority in any incident involving a customer is their health and safety. By checking on the well-being of the guest, you demonstrate care and concern, which can help de-escalate a potentially volatile situation. It also allows you to assess whether emergency medical assistance is needed.

Addressing the customer's needs first builds trust and shows that the establishment values its patrons. Once you have confirmed their safety, further steps, such as filling out an incident report or calling law enforcement, can be taken as appropriate. Focusing on the guest's well-being sets a positive tone for any subsequent interactions.