Sample interview questions: How do you handle customer complaints or special requests in the kitchen?
Sample answer:
- Listen Attentively:
- Approach the customer with empathy and actively listen to their complaint or request.
-
Restate their concerns to ensure a clear understanding and acknowledge their feelings.
-
Validate and Apologize:
- Validate the customer’s experience and apologize for any inconvenience or dissatisfaction.
-
Use phrases like, “I understand your frustration,” or “I’m sorry this happened.”
-
Offer a Solution:
- Quickly assess the situation and work with your team to find a suitable solution.
-
Provide options, such as remaking the dish, offering a replacement item, or providing a refund.
-
Take Ownership:
- Take personal responsibility for resolving the issue.
-
Avoid blaming others or making excuses.
-
Be Prompt and Efficient:
- Respond to the complaint or request as quickly as possible.
-
Expedite the solution to minimize the customer’s wait time.
-
Maintain Professionalism: Read full answer