What should never be done when addressing customer complaints, according to In-N-Out policies?

When addressing customer complaints, according to In-N-Out policies, making excuses is not appropriate. This approach can undermine the customer's feelings and detract from the seriousness of their concerns. Instead, addressing the issue directly and taking responsibility for the situation fosters trust and demonstrates genuine concern for the customer's experience.

Offering a discount may be considered as a way to address a complaint, although it should be approached carefully and according to specific policies. Responding quickly is critical in customer service, as it shows that the company values the customer's feedback and is committed to resolving the issue. Apologizing is also part of effective communication and can help to diffuse a tense situation, showing empathy and understanding towards the customer's feelings.