How do you handle customer complaints or difficult situations?

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

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