What should you do when a guest make a complaint? First, take your time and listen with 【1】________. After the guest expresses his complaint, you can 【2】________to show you are listening to him and reply in a way like "I understand your problem." or "Thanks a lot for bringing up the matter to us." This will give the guest the 【3】________that you are supporting him. If you are the person to solve the problem, then【4】________to solve it. If you cannot handle it, then 【5】________ the right person who can solve it.