How to Answer: How well do you handle customer complaints?
Advice and answer examples written specifically for a Starbucks job interview.
11. How well do you handle customer complaints?
Why the Interviewer Asks This Question
Addressing customer complaints is an essential part of customer service, and the interviewer wants to hear that you are comfortable receiving customer complaints and problem-solving. Especially at a company like Starbucks, where customer satisfaction with the final product is key, emphasize the importance of putting the customer first. Start off by telling the interviewer that you do not mind addressing customer complaints and feel comfortable working to find the best possible solution to a complaint so that the customer is ultimately happy.
Tell the interviewer that you take time to listen to everything the customer has to say first to ensure you truly understand what they are upset about. Next, share that you make eye contact with the customer and sincerely apologize to them. Finally, emphasize that you always offer to correct any mistakes that were made or take the appropriate action to rectify the situation, such as creating a new beverage for a customer who tried something new today and didn't care for it.
If you can give an example from a previous customer service role, all the better.
Written by Rachelle Enns on December 26th, 2021
Answer Example
"I have some training in dispute resolution, from my previous retail job. I know that Starbucks puts customers' happiness first, and I am confident in my ability to carry that torch. If a customer is unhappy, I will be attentive, apologize, and offer to fix the situation in a way that abides by the Starbucks policies."
Written by Rachelle Enns on December 26th, 2021