Final answer:
The server needs to improve on communication, avoiding negative remarks about staff and focusing on resolving the customer's issue in a professional manner.
Step-by-step explanation:
The customer service element the server at the restaurant needs to improve is communication. When providing customer service, it is important not to blame other staff members or point out that they are not very good, as it reflects poorly on the establishment and does not offer a solution to the customer's problem.
Instead, a server should focus on resolving the issue and maintaining a positive interaction with the customer.
A more appropriate response could have been inspired by a situation I encountered at Gavi's Fast Food Restaurant. When faced with complaints about the confusing payment line system, as the lunch-hour manager, I took prompt action to resolve the issue and improve the customer experience. This resulted in a more efficient service and reduced complaints during peak hours, demonstrating an effective approach to customer service.
The server in this scenario needs to improve their communication skills. Even though the server apologized and offered to take the meal off the bill, they failed to effectively communicate the reason for the problem. If the server had explained that the watery chili was due to the new guy's mistake, Dylan might have understood and been more forgiving.