Give an example of a time when you provided excellent customer service. How did you handle a difficult customer?

Sample answer to the question

One time, I encountered a difficult customer who was unhappy with their drink. They complained that it didn't taste right and demanded a refund. I remained calm and empathetic, acknowledging their concern and assuring them that I would fix the issue. I apologized for the inconvenience and offered to remake the drink to their specifications. After carefully listening to their preferences, I made a new drink exactly as they requested. I personally served the drink to them and checked if it met their expectations. They were satisfied with the new drink and appreciated my effort to address their concerns. They even left me a generous tip for my excellent customer service.

A more solid answer

I remember a time when I encountered a difficult customer who was dissatisfied with their drink. They claimed it didn't taste like what they ordered and demanded a refund. Instead of getting defensive or dismissive, I actively listened to the customer's complaint and empathized with their frustration. I thanked them for bringing it to my attention and assured them that I would personally handle the situation. I apologized for the inconvenience and offered to make a new drink for them, free of charge. I asked for specific details on how they wanted their drink prepared and double-checked if they had any allergies or dietary restrictions. Once I had all the information, I carefully crafted the drink according to their preferences. I personally served it to them and asked if it met their expectations. The customer was pleasantly surprised by the new drink and appreciated the effort I put into rectifying the situation. They even left me a generous tip as a gesture of gratitude.

Why this is a more solid answer:

The solid answer provides a more comprehensive and detailed description of how the candidate handled the difficult customer. It demonstrates active listening, empathy, problem-solving skills, and excellent customer service. The candidate effectively resolved the issue by offering a free replacement drink, asking for specific details and preferences, and personally ensuring customer satisfaction. However, the answer could be further improved by including information on how the candidate maintained a positive attitude and managed their own emotions throughout the interaction.

An exceptional answer

I can recall a specific incident where I encountered a challenging customer who expressed dissatisfaction with their drink. They approached me in an agitated manner, voicing their concerns about the taste and quality of the beverage. In response, I immediately adopted a calm and empathetic stance, assuring the customer that their feedback was valuable and that I would do everything possible to address their concerns. I listened attentively to their grievances, asking open-ended questions to gather more information about their preferences and expectations. By actively engaging in a conversation, I aimed to demonstrate my genuine interest in resolving the issue. After understanding their specifications and dietary restrictions, I apologized sincerely for the inconvenience caused and offered an alternative drink suggestion that closely matched their taste preferences. I took the extra step to explain the ingredients and preparation methods to build trust and transparency. Once they agreed to the new drink, I personally prepared it while providing updates on each step. I also took the opportunity to engage in friendly conversation to alleviate any remaining tension. When I served the drink, I tactfully observed their initial sip and asked for their feedback. The customer's face lit up with satisfaction as they nodded in approval, appreciating the effort made to rectify the situation. Before leaving, I took the opportunity to express my gratitude for their patience and understanding while acknowledging their feedback. The customer walked away with a smile, leaving a positive review on our feedback platform and recommending our establishment to their friends.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a highly detailed and well-structured response. The candidate demonstrates exceptional communication and problem-solving skills, as well as the ability to handle difficult customers with empathy and professionalism. They effectively address the customer's concerns by actively listening, gathering information, and suggesting alternative options that align with the customer's preferences. The candidate also showcases their ability to build a rapport with the customer through friendly conversation and attentive service. The exceptional answer fully encompasses the desired skills and qualities outlined in the job description.

How to prepare for this question

Reflect on past experiences where you successfully handled difficult customers. Consider situations where you demonstrated active listening, empathy, and problem-solving skills.
Familiarize yourself with the menu and ingredients to confidently address customer inquiries.
Practice responding to customer complaints or requests in a calm and empathetic manner.
Think about ways to go above and beyond to exceed customer expectations, such as suggesting alternative options or engaging in friendly conversation.
Stay updated with industry trends and mixology techniques to showcase your knowledge and expertise to customers.

What interviewers are evaluating

Excellent customer service
Problem-solving skills
Interpersonal skills