Sample interview questions: How do you handle customer complaints or difficult situations?
Sample answer:
Handling Customer Complaints and Difficult Situations as a Restaurant Manager
- Acknowledge the Complaint Graciously: Listen respectfully to the customer’s concerns, acknowledging their dissatisfaction without interrupting.
- Empathize and Apologize: Show empathy by understanding the customer’s perspective. Apologize sincerely for any inconvenience or disappointment.
- Gather Information: Ask open-ended questions to gather details about the situation, including the specific issue, what they expected, and how they felt.
- Offer a Solution: Based on the information gathered, propose a solution that meets the customer’s needs and expectations. Offer alternatives or compensation as appropriate.
- Follow Up: Provide a clear timeline for addressing the complaint and follow up promptly with updates or the resolution.
- Document the Interaction: Record all details of the complaint, resolution, and any follow-up actions for future reference.
- Apologize in Writing (If Necessary): Depending on the severity of the complaint, a written apology may be appropriate to dem… Read full answer
Source: https://hireabo.com/job/11_2_10/Restaurant%20Manager