Describe a time when you had to handle a difficult customer in a restaurant setting.

Sample answer to the question

One time, a customer came into the restaurant and was very unhappy with the food. They complained about the taste and presentation. I listened to their concerns and apologized for the dissatisfaction. I offered to replace the dish or provide a different option. I also spoke to the chef to ensure the issue wouldn't happen again. In the end, the customer appreciated the prompt response and left with a positive impression.

A more solid answer

During my time as a chef at a busy restaurant, we had a customer who was unsatisfied with their meal. They complained about the taste and presentation, expressing their disappointment. I approached the table calmly and patiently to listen to their concerns. I acknowledged their dissatisfaction and apologized sincerely, ensuring them that we take their feedback seriously. I offered to replace the dish with another option and personally spoke to the chef to address the issue. I also took the opportunity to inform the customer about our commitment to quality and how we strive to deliver exceptional dining experiences. By the end of our conversation, the customer seemed satisfied with the prompt response and left the restaurant with a positive impression.

Why this is a more solid answer:

The solid answer provides more specific details about the situation and demonstrates the candidate's ability to handle difficult customers in a professional and empathetic manner. It also highlights their communication skills and commitment to providing a positive dining experience. However, it could be further improved by including information about any additional actions taken to prevent similar issues in the future.

An exceptional answer

As a restaurant chef, I encountered a challenging situation with a customer who had a negative experience with their meal. The customer expressed their dissatisfaction with the taste and presentation, and it was evident that they were upset. I quickly approached their table and introduced myself with a warm smile and a genuine desire to understand their concerns. I actively listened to their feedback without interrupting, allowing them to vent their frustrations. I empathized with their disappointment and assured them that we take customer feedback seriously. To address their issue, I offered to replace the dish with an alternative that I personally recommended. I also took the opportunity to explain our commitment to using fresh, high-quality ingredients and the meticulous attention to detail we put into every dish. This ensured they felt valued and understood that we strive for excellence. Additionally, I discreetly informed the server to offer them a complimentary dessert as a gesture of goodwill. After their meal, I followed up with the customer to ensure their satisfaction and thanked them for giving us the opportunity to make things right. This experience taught me the importance of active listening, empathy, and swift problem-solving in managing difficult customers and transforming their negative experiences into positive ones.

Why this is an exceptional answer:

The exceptional answer provides a detailed and comprehensive response to the question. It demonstrates the candidate's exceptional interpersonal skills, customer service, and ability to handle difficult situations effectively. The candidate exhibits empathy, active listening, and offers proactive solutions to address the customer's concerns. The additional actions taken, such as recommending an alternative dish and providing a complimentary dessert, show the candidate's proactive approach in satisfying the customer. The follow-up with the customer further emphasizes their commitment to ensuring customer satisfaction. This answer provides a strong demonstration of the skills and qualities required for the Restaurant Chef role.

How to prepare for this question

Review past experiences dealing with difficult customers in a restaurant setting and identify key learnings.
Practice active listening and empathetic responses to customer complaints or concerns.
Understand the importance of maintaining a positive and professional demeanor when handling difficult customers.
Familiarize yourself with the restaurant's menu and ingredients to confidently address customer inquiries or complaints.
Consider scenarios where you went above and beyond to satisfy a customer and be ready to share those stories during the interview.

What interviewers are evaluating

Interpersonal Skills
Customer Service