You are a manager at an Italian restaurant. In your role, you are responsible for ensuring that all staff meet customer, organisational and hygiene standards when serving products. One of your staff approaches you and tells you they have a customer dissatisfied with the dish they ordered and would like to speak to a manager. Explain how you can take responsibility for resolving this complaint using communication techniques. Consider your role of authority and any legislation and organizational policies and procedures they should follow in this process