Can you describe a time when you had to handle a difficult customer while making sandwiches?
Behavioral
Customer Service
Communication
Problem-solving
This question assesses your customer service skills and ability to maintain composure under pressure, which are crucial in a fast-paced food service environment.
How to answer
- Begin by outlining the situation and what made the customer difficult
- Explain your approach to addressing their concerns, focusing on communication
- Detail the specific actions you took to resolve the issue
- Share the outcome and any positive feedback you received
- Highlight what you learned from the experience about customer service
What not to say
- Blaming the customer for their behavior
- Failing to provide a specific example
- Describing an angry response rather than a solution-oriented approach
- Neglecting to discuss the resolution process or follow-up
Sample answer
“At a busy lunch hour at Subway, a customer was upset because we had run out of their favorite bread. I calmly listened to their concerns and apologized for the inconvenience, offering a couple of alternative options. I suggested we could toast a different bread with their favorite ingredients. The customer accepted, and by the end of the transaction, they thanked me for my patience and great service. This taught me the importance of listening and staying calm during high-pressure situations.”
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