Sample interview questions: How do you handle a situation where a customer is refusing to pay or disputing the bill?
Sample answer:
Addressing Refusal to Pay or Disputes
- Remain Calm and Professional: Avoid confrontation and escalate the situation. Maintain a calm demeanor and handle the matter objectively.
- Listen Actively: Allow the customer to express their concerns without interrupting. Actively listen to their perspective and show empathy.
- Verify the Bill: Review the bill with the customer to ensure accuracy. If there are any errors, correct them promptly and explain any discrepancies.
- Offer Options: If the dispute cannot be resolved, present alternative solutions. Offer to waive a portion of the bill, provide a discount, or arrange for a payment plan.
- Inform Management: If the situation cannot be resolved at the table, inform management discreetly. They may have additional resources or perspectives to assist in the matter.
- Maintain a Positive Image: Treat the customer with respect even if they are being unreasonable. Maintaining a positive image is crucial for the rest… Read full answer
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