How do you feel about saying 'no' to a customer with unreasonable requests?
"I am sure that in retail, there will be customers who want you to deliver the impossible. I am down for a challenge; however, I would like further training on what your company accepts and does not accept in particular customer-focused situations."
Working in the food-service industry, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish requests or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason! Show that you are comfortable taking control of these types of situations as a manager.
"I once had a customer order something from our menu that we did not even have. We were a vegan restaurant, and she wanted a chicken breast added to her salad! She reasoned that she was not a vegan and was only at our restaurant because her friend was vegan. Her friend and surrounding patron were appalled. I had to chuckle a bit at that one. I couldn't deliver the chicken breast, but did offer her some chickpeas instead!"
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
It is never a good feeling to say no to someone, however, if you do not have the materials, labor, and resources to execute the request then I would explain that to the customer and offer an alternative that is within our limitations.
Stephanie's Feedback
You do a good job here by empathizing with the customer. To make your response even stronger, I suggest incorporating a specific example, if possible. Additionally, I suggest rounding out your response with a closing sentence that confirms your customer service-oriented approach. For example, "Even if I am unable to accommodate a request, I always treat customers with empathy and care. I want them to leave feeling they had an excellent customer service experience."
Unlock all 30 Food Service Manager questions
Unlock expert responses that address kitchen operations, budgets, and safety protocols interviewers prioritize.
Get Started