Sample interview questions: Can you describe a time when you successfully resolved a customer complaint to their satisfaction?
Sample answer:
In my role as a Food Service Manager, I encountered a situation where a customer had a complaint about the quality of their meal. It was crucial for me to handle the issue promptly and effectively to ensure the customer’s satisfaction.
Upon receiving the complaint, I approached the customer with a friendly and empathetic demeanor, acknowledging their concern and assuring them that we take their feedback seriously. I invited them to share their specific concerns, actively listening to their grievances without interrupting. This allowed me to gather all the necessary information to understand the issue and address it appropriately.
After understanding the customer’s complaint, I took immediate action to resolve the issue. Firstly, I apologized sincerely on behalf of the establishment, expressing genuine regret for any inconvenience caused. This empathetic approach helped the customer feel heard and validated their concerns.
Next, I offered a solution tailored to their specific situation. In this case, the customer was dissatisfied with the undercooked steak they had received. I promptly arranged for a replacement meal to be prepared, ensuring that it met their expectations in terms of doneness and overall quality. Additionally, I took the opportunity to personally oversee the preparation of the new meal to ensure it met our high culinary standards.
To further enhance the customer’s experience and … Read full answer
Source: https://hireabo.com/job/11_2_4/Food%20Service%20Manager