What is the appropriate course of action when a customer's meal is taking an unusually long time to prepare?

Informing the customer about the delay and apologizing is the best course of action because it demonstrates attentiveness and respect for the customer's experience. Acknowledging the delay proactively helps manage the customer's expectations and shows that you value their time and dining experience.

This approach can defuse potential frustration and makes the customer feel cared for. It allows the customer to feel informed about what is happening rather than being left in the dark, which can lead to a better overall impression of the service, even in the face of a setback.

Providing a complimentary dessert without an explanation may seem generous, but it doesn't address the core issue of the delay and could leave the customer confused about why they received it. Waiting until the customer complains can lead to further dissatisfaction, as it shows a lack of initiative in customer service. Ignoring the issue entirely not only risks a negative experience for the customer but can also lead to damage to the establishment's reputation. Addressing issues directly is key in the hospitality industry, where customer satisfaction is paramount.