Some people are very intense about their coffee orders! If you could not make a customer happy, what would you do?

It is essential that you can turn most customers around; however, this will not be the case 100% of the time. The interviewer would like to see that you have the sense to offer a solution while keeping the company's best interest in mind at the same time. Discuss what you would do to make sure a customer was taken care of while keeping in mind that, at times, situations need escalating to upper management. Also, there may be times when customer satisfaction cannot be achieved. Talk about how you come to terms with that.

"You win some; you lose some and one of the first things I learned while training as a barista, was that you would have an upset customer at times, no matter how hard you try. In these instances, I will ask my manager to step in and help. Usually, a fresh face with fresh ideas will be enough to help a customer to ease up a bit."