Tell us about a time when you had to deal with a difficult or demanding customer. How did you handle the situation and still deliver exceptional service?

Sample answer to the question

I once had to deal with a customer who was unhappy with their meal at the restaurant. They felt that the food was not cooked to their liking and demanded a refund. I listened attentively to their concerns and apologized for the inconvenience. I assured them that I would personally oversee the preparation of their replacement meal to ensure it met their expectations. I communicated with the kitchen staff to ensure their dietary preferences were accommodated. The customer appreciated the extra attention and was pleased with the replacement meal. I also offered them a complimentary dessert to further demonstrate our commitment to exceptional service. In the end, the customer left satisfied and thanked me for addressing their concerns.

A more solid answer

I once encountered a difficult customer who was dissatisfied with their meal, claiming it was undercooked. Understanding the importance of exceptional service, I immediately approached the customer and empathized with their concerns. I apologized for the inconvenience and assured them that I would personally oversee the preparation of their replacement meal. To ensure their satisfaction, I communicated the customer's dietary preferences to the kitchen staff and closely monitored the cooking process. During the wait, I provided updates to reassure the customer about the progress. Once the replacement meal was ready, I double-checked its quality and presentation before serving it to the customer. To go the extra mile, I also offered them a complimentary dessert as a gesture of goodwill. The customer was impressed with the attention and effort put into rectifying the situation. They expressed their appreciation and left the restaurant satisfied with the exceptional service they received.

Why this is a more solid answer:

The solid answer includes specific details about how the candidate handled the situation, such as closely monitoring the cooking process, providing updates to the customer, and double-checking the replacement meal's quality. It also mentions going the extra mile by offering a complimentary dessert. However, it can be further improved by mentioning how the exceptional service delivered aligns with the job requirements, such as the need for strong leadership and the ability to meet quality standards.

An exceptional answer

In my previous role as a sous chef, I encountered a demanding customer who was dissatisfied with their pasta dish. As a culinary leader, it was crucial for me to handle the situation while ensuring exceptional service. I approached the customer with empathy, actively listening to their concerns and assuring them that their satisfaction was my priority. To resolve the issue, I took immediate action by personally remaking the dish to their preferences. Prioritizing communication, I engaged with the kitchen team to ensure effective coordination and met the customer's expectations. Additionally, I created an open line of communication, providing updates during the preparation process to keep the customer involved. To exceed their expectations, I presented the recreated dish with an eye-catching garnish and suggested a suitable wine pairing based on their preferences. The customer was delighted with the dish and praised our exceptional service handling the situation. Not only did we turn a difficult situation into a positive experience, but the customer also became a loyal patron and recommended our restaurant to their friends.

Why this is an exceptional answer:

The exceptional answer provides detailed steps taken to handle the situation, such as remaking the dish to the customer's preferences, offering an appealing presentation, and suggesting a suitable wine pairing. It also highlights the long-term impact on customer loyalty and positive word-of-mouth. Tie the exceptional service to the job description by emphasizing strong leadership, ability to handle difficult situations, and commitment to exceeding quality and customer satisfaction.

How to prepare for this question

Reflect on past experiences dealing with difficult or demanding customers and recall how you handled those situations.
Consider the importance of exceptional service and how it aligns with the job requirements.
Think about specific strategies you can employ to address customer concerns while ensuring their satisfaction.
Practice active listening and empathy during the interview to demonstrate your customer-centric approach.
Be prepared to share the long-term impact of delivering exceptional service, such as customer loyalty and positive word-of-mouth.

What interviewers are evaluating

Customer Service
Problem-solving
Communication
Exceptional Service Delivery