How do you handle a situation where a staff member is consistently providing poor customer service?

Sample interview questions: How do you handle a situation where a staff member is consistently providing poor customer service?

Sample answer:

Handling Poor Customer Service

1. Address the Situation Privately: Schedule a private meeting with the staff member to discuss their customer service concerns. Provide specific examples of observed behavior and explain how it impacts the guest experience and the restaurant’s reputation.

2. Listen Actively: Allow the staff member to provide their perspective and explain any challenges they may be facing. Listen attentively and try to understand their point of view.

3. Set Clear Expectations: Outline the restaurant’s customer service standards and expectations clearly. Explain the importance of providing prompt, courteous, and empathetic service to all guests.

4. Provide Constructive Criticism: Offer constructive feedback on the staff member’s specific areas of improvement. Use specific examples and suggest ways to enhance their guest interactions.

5. Offer Support and Training: Explore if the staff member requires additional training or support to improve their customer service skills. Offer opportunities for shadowing experienced colleagues or … Read full answer

   Source: https://hireabo.com/job/11_2_10/Restaurant%20Manager