Sample interview questions: How do you handle a situation where a customer is causing a disturbance or conflict with staff members?
Sample answer:
1. Prioritize Safety and De-escalation:
- Ensure the safety of all staff and customers.
- Calmly approach the customer and try to de-escalate the situation by listening to their concerns and empathizing with their perspective.
- Use clear and respectful language, and avoid confrontation or accusations.
2. Separate the Customer:
- Politely request the customer to step outside or to a private area away from other guests.
- This creates a more conducive environment for resolving the issue without disruption to the restaurant.
3. Active Listening and Validation:
- Allow the customer to express their concerns fully.
- Listen attentively and validate their feelings without necessarily agreeing with them.
- Repeat their points back to them to ensure understanding and show that you’re listening.
4. Identify the Root Cause:
- Ask open-ended questions to determine the underlying issue that led to the disturbance.
- Avoid making assumptions or interrupting the customer.
- By understanding the root cause, you can tailor your response accordingly.
5. Offer Solutions and Options:
- Once the root cause is identified, present the cus… Read full answer
Source: https://hireabo.com/job/11_2_10/Restaurant%20Manager