How do i handle the situation with a guest very upset in a restaurant?

1. Be quiet, and listen actively, noting the core reasons for dissatisfaction 2. Display true signs and Words of empathy. 3. Sincerely apologize 4. ACTION. Respond to the core dissatisfaction and ACT on it, to fix it. 5. Confirm and follow up with guest (for satisfaction with resolution) AND the cause of the problem (to ensure no repeats). Body language is key. The hardest part is #1. Listen. Shut the mouth and listen. Don't take ANYTHING personally. Remove EGO from the game. Everything flows from there.