Can you describe a situation where you had to handle a difficult customer complaint during service?
Behavioral
Customer Service
Communication
Problem-solving
This question is crucial for evaluating your customer service skills and ability to handle pressure, which are essential in the hospitality industry.
How to answer
- Use the STAR (Situation, Task, Action, Result) method to structure your response.
- Clearly describe the situation and the customer's complaint.
- Explain the steps you took to address the issue and communicate with the customer.
- Highlight any teamwork involved in resolving the issue.
- Share the outcome and what you learned from the experience.
What not to say
- Avoid blaming the customer or colleagues for the situation.
- Do not provide vague responses without specific details.
- Refrain from discussing any negative feelings you had during the interaction.
- Avoid suggesting you always handle complaints perfectly.
Sample answer
“At a busy restaurant in Berlin, a customer was upset about a long wait for their food. I approached them with a smile, acknowledged their frustration, and apologized for the delay. I informed the kitchen to prioritize their order and offered them a complimentary drink while they waited. The customer appreciated the attention and left a positive review, reinforcing the importance of effective communication in hospitality.”
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