22. Can you describe a time when you had to deal with a difficult customer in a professional manner?

Sample answer to the question

Yes, I can describe a time when I had to deal with a difficult customer in a professional manner. I once had a customer who was unhappy with the temperature of his steak. He demanded that we recook it to his liking, even though it had been cooked perfectly according to the recipe. I calmly listened to his concerns and assured him that we would take care of it. I immediately informed the chef and asked for a new steak to be cooked. I personally delivered the new steak to the customer and apologized for the inconvenience. I also offered him a complimentary dessert to make up for the delay. The customer was appreciative of my prompt response and ended up being satisfied with the resolution.

A more solid answer

Certainly! I encountered a difficult customer in a previous role as a chef de cuisine. The customer had ordered a special dish that required specific ingredients, but unfortunately, we ran out of one crucial ingredient. When I informed the customer of the situation, he became upset and started complaining loudly. To handle the situation professionally, I empathized with the customer's disappointment and apologized for the inconvenience. I then offered alternative options from our menu that would still meet his dietary preferences. I also personally went to the kitchen to discuss the situation with the chef and see if there was any possible solution. Although we couldn't replicate the exact dish, we managed to create a similar dish using different ingredients. I presented the alternative dish to the customer with an explanation of the substitution, and he reluctantly agreed to try it. To ensure his satisfaction, I personally checked on him throughout his meal and addressed any concerns he had. By the end of the dining experience, the customer was impressed with our efforts to accommodate him and thanked me for handling the situation professionally.

Why this is a more solid answer:

This is a solid answer because it provides a more detailed description of how the candidate dealt with a difficult customer in a professional manner. The candidate demonstrates strong interpersonal skills by empathizing with the customer, offering alternative solutions, and personally checking on the customer's satisfaction. The answer also showcases the candidate's ability to think creatively and problem-solve in a challenging situation.

An exceptional answer

Absolutely! Let me share with you a time when I encountered a particularly challenging customer as a chef de cuisine. One evening, a customer ordered a steak, specifying that he wanted it cooked medium-rare. Unfortunately, due to a miscommunication, the steak was cooked medium-well. When the customer received his plate, he immediately became angry and started berating our server. Sensing the escalating situation, I calmly approached the table and introduced myself as the chef de cuisine. I acknowledged the customer's frustration, apologized sincerely for the mistake, and assured him that I would personally take care of his order. I promptly arranged for a new steak to be cooked to his exact specifications. While the new steak was being prepared, I engaged the customer in conversation, discussing his preferences and building a rapport. I also offered to prepare a complimentary appetizer as a gesture of goodwill. Once the new steak was ready, I personally delivered it to the customer, ensuring that it met his expectations. Throughout the meal, I periodically checked on him, ensuring his satisfaction and addressing any concerns he had. By the end of the dining experience, the customer's anger had transformed into gratitude and appreciation for our efforts to rectify the situation. He even left a positive review online, praising the exceptional service he received.

Why this is an exceptional answer:

This is an exceptional answer because it not only describes a specific incident where the candidate dealt with a difficult customer, but it also highlights their exceptional customer service skills and ability to turn a challenging situation into a positive experience. The candidate demonstrates exceptional interpersonal skills by actively engaging with the customer, building rapport, and effectively resolving the issue. Additionally, the candidate's willingness to go above and beyond by offering a complimentary appetizer and ensuring continuous satisfaction showcases their dedication to providing exceptional service.

How to prepare for this question

Reflect on past experiences dealing with difficult customers and identify successful strategies used to handle those situations.
Practice active listening and empathy to better understand customer concerns and address them effectively.
Familiarize yourself with the restaurant's policies and procedures for handling customer complaints.
Brush up on your knowledge of menu options and their ingredients to offer alternative solutions when necessary.
Develop strong problem-solving skills to quickly find solutions and resolve customer issues.

What interviewers are evaluating

Interpersonal skills
Customer service
Professionalism