Tell us about a time when you had to handle a difficult customer complaint.

Sample answer to the question

There was a time when I had to deal with a difficult customer complaint at my previous job as a sous chef. The customer was unhappy with the temperature of their steak and insisted that it was undercooked. I approached the situation calmly and apologized for the inconvenience. I then took the steak back to the kitchen and cooked it to the customer's desired temperature. I also offered complimentary sides and a dessert to make up for the inconvenience. The customer appreciated the gesture and left satisfied with their meal.

A more solid answer

As a Junior Executive Chef, I have encountered my fair share of difficult customer complaints. One particular incident stands out when a customer complained that their pasta dish was too salty. I immediately approached the table with a genuine smile, acknowledging their concern. I listened attentively to their complaint, empathizing with their dissatisfaction. I thanked them for bringing it to my attention and assured them that I would personally resolve the issue. To rectify the situation, I offered to replace their dish with a freshly prepared one while ensuring that the seasoning was adjusted to their preference. I also took the opportunity to educate the front-of-house staff about proper communication with the kitchen regarding customer preferences and dietary restrictions. After ensuring the customer's satisfaction, I followed up with a complimentary dessert and a personalized note to express my gratitude for their feedback and the opportunity to make it right. This incident taught me the importance of actively listening to customers, taking ownership of the problem, and providing immediate solutions to guarantee customer satisfaction.

Why this is a more solid answer:

The solid answer provides a specific situation and describes the candidate's actions in handling the difficult customer complaint. It also shows their ability to listen, problem-solve, and ensure customer satisfaction. However, it can be further improved by including details related to the required skills and qualifications for the Executive Chef position.

An exceptional answer

During my tenure as a Junior Executive Chef, I encountered a challenging customer complaint that required a multi-faceted approach to resolve. A customer approached me in a visibly upset state, expressing their disappointment with the flavor profile of our signature seafood risotto. Understanding the importance of our signature dishes, I offered my sincere apologies and assured the customer that I would personally oversee the preparation of a new dish to their exact specifications. While the dish was being prepared, I engaged the customer in conversation to understand their preferences and dietary restrictions. This not only allowed me to tailor the dish to their liking but also created a connection and built trust. To address the broader issue, I conducted a thorough evaluation of the risotto recipe and identified a potential flaw in the seasoning balance. I immediately scheduled a staff training session to ensure consistency in flavor profiles and reviewed the communication channels between servers and the kitchen to prevent similar incidents in the future. Upon serving the revised dish to the customer, I personally presented it and inquired about their satisfaction. Their genuine smile and compliments were testament to the success of my efforts. I also took the opportunity to express my gratitude for their feedback and offered them a complimentary dessert as a gesture of goodwill. This experience taught me the value of continuous improvement, open-mindedness, and the ability to effectively handle difficult situations while maintaining composure and professionalism.

Why this is an exceptional answer:

The exceptional answer provides a detailed and comprehensive response that showcases the candidate's strong leadership and management skills, excellent communication and interpersonal skills, and ability to work in a high-pressure, fast-paced environment. It demonstrates the candidate's problem-solving abilities, creativity, and willingness to continuously improve. The answer also highlights the candidate's passion for food and culinary arts and their ability to handle difficult customer complaints while maintaining professionalism and ensuring customer satisfaction.

How to prepare for this question

Familiarize yourself with the restaurant's menu and signature dishes to be able to address and resolve customer complaints effectively.
Develop strong communication and interpersonal skills to engage with upset customers empathetically and resolve complaints satisfactorily.
Understand the importance of active listening to customers and taking ownership of their concerns to ensure their satisfaction.
Stay informed about current culinary trends and best practices to offer personalized recommendations and solutions to customers.
Continuously improve your problem-solving skills and ability to handle difficult situations under pressure.

What interviewers are evaluating

Strong leadership and management skills
Excellent communication and interpersonal skills
Ability to work in a high-pressure, fast-paced environment