In situations where a customer receives the wrong order, the key is to address it swiftly and with genuine empathy. Acknowledge the mistake immediately, apologise sincerely, and ensure a replacement order is prepared without delay. Offer a complimentary item, such as a beverage or dessert, to reinforce your commitment to their satisfaction. By turning the situation into a positive experience, you not only correct the error but also strengthen customer loyalty. People remember how you make them feel—so make sure they leave feeling valued and appreciated.

I agree with this whole heartedly, however, you must listen to the person and make them feel heard first. Without that you can’t really provide great service and make them want to come back for more.

Handling order errors with grace and efficiency is essential in the cafe business. A sincere apology, prompt correction, and a gesture of goodwill go a long way in preserving customer satisfaction and even turning a negative experience into a positive one. It's also an opportunity to showcase your commitment to excellent service and leave a lasting impression on your customers.