When you work in the customer service and hospitality industry, you quickly learn that you cannot make everyone happy. And, that is okay! The interviewer would like to understand your approach when it comes to communicating with someone who appears to be upset with you. Do you become defensive, or do you shut down entirely? Are you nervous and unable to respond clearly? Assure the interviewer that you have handled situations like this before with professionalism.
"When a customer is angry, I take a few steps to ensure that the situation is handled properly. Calmly, I will respond to their grievance, ensuring that I fully understand their need. I make sure not to take it personally! Then, using my great listening skills, I empathize with their situation the best I can, give an apology, and then ask them what solution they would like to see. Once the situation is resolved, I will take a couple of minutes to myself, to restart my day in a positive mindset."
"Communicating with an angry customer is never fun, but I get through it by reminding myself not to take the situation personally. I actively listen to their problem, repeat it back to them to ensure full understanding, and then offer an apology. From there, I ask how we can solve their concern and then take corrective action."