How do you handle difficult customers in a restaurant setting?
Behavioral
Customer Service
Problem-solving
Empathy
This question assesses your customer service skills and your ability to maintain composure in challenging situations, which are critical for a server.
How to answer
- Describe a specific instance where you encountered a difficult customer
- Explain how you listened to their concerns and empathized with them
- Detail the steps you took to resolve the issue, including any adjustments made
- Highlight the positive outcome and any feedback received from the customer or management
- Mention the importance of teamwork and support from colleagues during the situation
What not to say
- Blaming the customer for their behavior
- Failing to provide a specific example or only giving hypothetical responses
- Describing a situation where you escalated the issue instead of resolving it
- Ignoring the importance of following restaurant policies or procedures
Sample answer
“At Olive Garden, I once had a customer who was unhappy with their meal due to it being lukewarm. I listened to their concerns, apologized sincerely, and offered to have the dish replaced or adjusted to their liking. After bringing out a fresh meal, they expressed gratitude and even complimented me for addressing their issue promptly. This experience taught me the value of empathy and proactive service.”
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