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How would you deal with an angry customer?

Answer examples and advice for how to answer this interview question for a Host or Hostess interview

How to Answer

Keep it simple. Think through the steps you take when handling demanding customers. Be prepared to give an example of how you have dealt with these types of customers in the past. If it's all new to you, be honest! Explain how you would use your communication and listening skills to relate to customers and calm them down. And tell them you're learning! You aren't expected to know everything in a new job, so just relax and do your best!

How would you deal with an angry customer?
Answer example

"I stay calm, and I listen. I'll let a customer vent as long as they need to. Then I empathize and look for a solution or a compromise."

View user-submitted Answers

How would you deal with an angry customer?
I would first listen to all of concerns, sometimes customers just want their frustrations to be heard. Then I would then follow up with a sincere apology and ask if there is anything I can do to help mend the situation.
I will answer him/her calmly and ask what the problem is and talk to the manager, also apologie him/her for those things.
I would listen to their problem, apologize and let them know that you will get right to fixing the problem and if needed I would call the manager.
Stay calm and aknoledge their concern.
I am pretty patient so I would keep my calm and then analyze and proceed to find a solution to the issue as nicely as possible.
Find out what he is angry about. Try to offer him another product he might be interested in.
I would act in a calm manner, trying to figure out what the customer wants and if I can fulfill their needs, otherwise I would calmly call for a manager or coworker.
First thing I would do in this situation is listen to their concern in trying to understand what the problem is apologize try and resolve the situation.
With calm, trying to find a solution as soon as possible for his problem and offering new ways to make him feel better.
Organizing tables, helping servers or at the kitchen.
I would ask them what's the problem and ask them what they would like to do to resolve it and ask if they would like to talk to the manager.
I would try to figure out issue so I can try to see what I can do to change his experience to something more satisfying.
I would stay calm and allow them to finish speaking. I would then analyze what they said and if it is something I can fix then I would do my best to solve their problem. I would also be polite at all times.
I would remain calm and not taking nothing the customer is saying personal and try to resolve the situation.
Remain calm, dont take it personal, listen, actively sympathize and apologize.
I would carefully listen to their concerns, keep calm, and analyze everything that theyre saying.
Calmly tell them that we are going to try everything to fix this problem and to tell them I will get them the manager.
I would agree with them in a calm manner and take fault. Then I would need to know the company's policies after that.
I would stay calm, listen to their complaint and be sure to fix the issue by either resolving it myself or asking the manager on duty for help.
I would ask them nicely what is bothering them, and then I would come up with a solution to their problem.
The first thing I would do is stay calm and collected. Then I would just hear them out and not interrupt them in the middle of an explanation.
Listen actively, apologize emphatically and resolve the issue as quickly as possible. Throw in something for their troubles.
I would first make sure to remain calm and positive. I would then ask them what made them upset and listen to what they had to say. I would make sure they knew I was genuinely listening and genuinely cared by maintaining eye contact and smiling at them. After hearing them out, I would apologize and do whatever I can to try and resolve the problem and make sure the customer left happy and with the intentions of coming back.
Attempt to solve to problem to my best abilities if that does not help I would consult a manager.
Explaining to them calmly.
I would try to calm them down and attempt to resolve the situation, but if I am unable to I would get my supervisor.
I would be calm and try to solve there problem in a professional way.
I would stay patient and listen to what they are trying to say. Then, I would try to find the best solution to satisfy their needs.
I would keep calm and stay positive and just do what I can.
I will stay control and first listen guest and after find solution.
By understanding the issue at hand then applying a resolution to please their anger.
Say sorry. Let me bring my manager.
Kindly and patiently help them out.
By staying calm and patient.
I would talk to them in a kind and positive manner, and if it gets too out of hand, I would tell my boss.
I would try to calm them down as quickly and systematicly as possible. To ensure that we do not disturb other customer. try to deal with the root of the problem, and if it is a small issue such as the soup is too cold, I would ask their server to bring them out another one. Or if the music is too loud I would ask them to turn the music a little lower because customer satisifaction is always going to be my number one piority.
I would be polite and understanding. If it got out of control I would refer to a manager.
I would stay calm and try to keep the problem from getting any worse. I would see if I could solve the problem.
Stay calm and then take appropriate action.
Listen to them attentively, apologize and find a solution to he problem.
Well my first step would just be to listen to the customer. Even if their complaint is completely out of left field I've found that if you just listen to the customer and really treat them with all the respect you would give another customer it can often make them feel a lot better. And it also saves them embarrassment if at any point they start to realize that they're maybe being a little ridiculous or making a scene. If however the customer isn't really frustrated by anyTHING and is just looking to berate other staff or especially other customers by priority is then to just make sure that the restaurant is a safe space for everyone involved. And so in that case I have no problem asking a customer to leave.
How I would deal with angry customers is stay calm.
I'd remember to remain calm when dealing with a customer who may be irate or angry. I would not speak over them or raise my voice, but see if I can help them have a better experience at the restaurant.
The trick is to remain calm. Never interrupt the customer. Once they finish evaluate the problem and see if there's anything I can do to help.
I will try to find out the problem try to sold it with a politly way.
Keep them as calm as possible and handle their situation.
I would find out the customers issue first and see what I can do to solve the problem from there to calm the customer .
I would kindly and patiently figure out what they need or want.
Everyone has bad days, and sometimes people can take it out on members of the customer service industry because we are an easy target. And they're only human, I would try my best to first calm the customer down and then listen to their grievances and continue to make my best effort to satisfy their needs- often times angry customers do apologize for their behavior because they were simply having a bad day.
I would remain calm and collected. Try to accomodate them in any way possible. If I feel I am unequipped to deal with the situation then I will politely alert my supervisers,
I would listen to them and be calm. Then apologize for the inconvience and try to resolve the issue.
I would try to calm them down as quickly and as efficently as possible. Because we dont want to cause anymore turbulance for other customers. And try to discover the root of the problem if it is a small issue such as their soup was cold I would ask their server to get them a different one. And if the music was too loud I would ask them to turn down the music. Because to me world class custoemr service would be to ensure that all customer leave moxies with a good memorable and satasfied expirence.
What do you know about our company.
I deal with angry customers calmly. My goal is to here there needs and do what I can to provide them with the best customer service.
I would agree with them in a calm manner and take fault. Then I would need to know the company's policies after that.
I would try my best to calm them down so we do not cause anymore turbulance for other customers in the store. And talk to them to discover the root of the issue, if it was a small issue like, their soup was cold I would ask their server to replace their soup or if the music was too loud I would ask them to lower the music because customer satasification is always going ot be a main piorty for me. And to me that is what world class customer service is, being able to deal with coustomer complaints and having them leave the store with a wondferful expirence.
Remain calm and try to help them out and accommodate them. If I can't solve the problem, then I'd call my manager.
Keep calm, and try to understand where they are coming from and try to solve the issue.
I would stay calm, and try my best to fix the problem without anger towards the customer although they could be irritating me, and if I can't find the solution I would contact the manager.
Stay calm, apologize and try to make them happy.
First saty calm and listen carefully about his complain. Analyze the problem and take an action immediately.
Be patient and understanding, do not interrupt them, try your best to resolve the issue, if things get out of hand, call a manager.
I would listen him and showing full understanding, apologies for the situation while tring to find the best way to satisfy him at a next step.
I will let them calm down first. After knowing the reason, give the properly resolvement.
I would sympathyze with and acknowledge everything that customer is so that feeling are validated and then I would do what ever I can to make the customer happy.
I would ask them what the problem is and try to work towards fixing it.
I would calmly and politely listen to the customer and let them finish their rant, without adding any comments or language to kind of fuel the fire, and once they have calmed down I would analyze the situation and see what the next step would be, whether it could be relocating them to a better/different table, or bringing them a new dish, etc.
I would reassure the person that I will try my best to get everything in order, and apologize for my mistake.
Well firstly remain calm because the worst thing you can do is ight fire with fire, which can turn a simple mis understanding into a big situation and then I would try to understand whatsa wrong and help the customer to the ebst of my abilities in solving his or her problem.
I would see if there would be anyway to try and calm them and see if there could be anything I could to do to help such as: getting their server or getting the manager involved to see if that would help their situation.
I would stay calm. That is the key to this kind of situations. I would let him express his complains and I would not interrupt him. When he is finished I would explain to him the situation and I would take appropriate action.
Remain calm, try to get to the root of the problem and then handle the situation appropriately.
One word: Patience. Staying calm and not rising to the customer's level, no matter how frustrating the interaction may be, is key. I would deal with whatever the issue with a calm manner.
Make them feel like I'm listening and deeply care for their concerns.
I would be sure to maintain a friendly tone with them. I would make it a priority to let them know that I am doing all that I can to satisfy their needs and that their service is greatly appreciated.
I would be patience and calmly try and find a solution to their problem.
I would deal with an angry customer by first asking what has upset them then kindly apologizing and ask if they would like to speak to a manager.
Calmly speak to him then get a manager.
Try to help them calm down or meet with a solution.
I had to do that sometimes.. Jaja.. First thing is reclaim calm and try to find a proper solution for the costumer without create any unfortunate situation to the restaurant. The best option in this case is try to make feel both part very happy while I'm transmitting good vibes to the affected people.
Listen to them and try to respond.
I would be very patient with them and make sure that I don't interrupt them. The best I can do is smile and try to be accommodating to their needs. I would also apologize when necessary.
First get to the root of the problem. Why are they upset? then apologize and empathize. "I am sorry for the inconvenience, I would be upset if I was served cold food as well." then offer multiple solutions. People respond better when they have a choice on how to fix the problem. "would you like me to ask the chef to remake it, or would you like something different perhaps." then offer to let them speak to the manager so they feel like they have a voice and that they matter.
With patience. We always need to try to understand the customer points and be focused to handle the situation.
Ask them what the problem is. Consult with a manager on how to best solve the problem.
Stay calm and patient and try to resolve their issue. If I cant resolve it I will get in contact with a manager.
I would stay calm, explain to them that I am doing everything in my power to meet their needs. And find a manager to see if there is anything we can do to fix the situation of conflict.
Try to keep calm and see if there is anything I can do, if not I would ask for a manager or supervisor for their assistance.
I would let the customer share their problem with me and never interrupt them. I would make sure the communication between the customer and I was strong, along with proper eye contact. I would then analyze the situation and take apporpriate measures and contact a manager.
I would assure them that tables will be available soon and that we are busy and maybe give them a menu to look at while they wait.
Always applied what had I learn during the past, listen and stay calm. Listening calmly to their feedback or complaints without interrupting in the middle and take the appropriate actions to solve the problems. I believe it would be better when we try to put ourselves into their shoes so that they would understand that we had try to put efforts on solving the problems rather than just simply send them off.
I would apologize for the inconvenience and try my best to resolve the problem but if they are still unhappy I wilk get the manager.
The customer is always right. I would remain calm and try to do whatever possible to satisfy any needs that they have and keep the customer happy.
I would make sure to not take their words too personally and i'd try to settle the matter but if the customer is too difficult I will then let the manager know.
Stay calm, listen to them, and fined a solution.
Politely explain everything will be handled.
I'd ask them what the problem is and I'm try my best to come up with a solution.
Angry customers are difficult because no one enjoys being yelled at. However I would remember it's not personal, and I would try to address their frustrations and do whatever I could to alleviate the problem.
I would remain calm and try to accomidate them the best I could.
Remain calm, allow them to speak and tell you the issue, analyst the situation and then act according. Sometimes it is something that requires a manager and so the course of action would be to go get that person otherwise it is best to deal with the issue myself.
The most important thing is to stay calm and to rectify the situation to the best of your ability. When you feel you can no longer give any options to the customer that will make them happy, get a manager to help you out.
I would deal with an angry customer as gently and politely as I would deal with a calm customer. I would ask what is wrong and how I could be of service to fix the issue.
Keep it calm and find a solution for him.
Stay calm and friendly, not get angry. And try to communicate with the costumer. And try to help fix the issue he's upset about.
I would listen to them complain for a minute to find out why they were so angry, then apologize repeatedly and offer an alternative solution to their issue. If no solution can occur, then simply listening to their complaing and apologizing will make them feel better.
I would tell them sorry for what ever that are mad at if it was the food and I would call my manager to see if there is something we could do about the bad experience they had.
Firsly I kept calm behaviore and lesten gust carefully what he or she is trying to then I take action.
How I would deal with an angry customer is keep calm.
I am a levelheaded person and I think I would handle this situations well, I would listen to what their complaint is about, take appropriate actions.
Stay calm and let them knowing there table will be ready soon.
As I do have experience in this, I would listen to what they have to say, not interrupt them, apologize about the situation, ask them if there is anything I can do to make their dining experience more enjoyable and execute a positive plan fulfilling the guest needs.
Smile, be polite and try to accomodate them.
Attend to the customer nice and calm, see what he needs.
I would be as nice as possible and try to help them with whatever problem they were angry about.
I would first stay calm. Ask the customer what's wrong. Apologize on my behalf and try to fix the problem as best as I can.
I would allow them to explain their issue to me and apologize on behalf of the entire establishment for their unpleasant experience. Next I would do my best to solve their problem myself, if not, I'd immediately try to find someone who can help.
The most important thing to do with an angry customer is smile and agree, in every way you can, with the customer. When I was working at X company in a sales capacity, one of my largest clients was very angry about his firm getting so many calls from us. He wanted all inquiries or updates to go directly through him. I was a sympathetic ear to him, and listened to him vent for 20-30 minutes about what he was frustrated with. Ultimately, he felt a lot better about our interaction and stayed a loyal customer. It's important to smile and do everything you can to let the customer know that you understand their frustrations and that they are your number one priority. This includes speaking with the manager and anyone else to help with the problem.
I would deal with an angry customer by remaining calm and professional. Once they've had their rant I would analyzing the situation and take the appropriate action.
I would be calm and understanding and help them as much as I can because every customer deserves the best.
Remain calm and friendly. Listen intentionally to the customer and then do your best to resolve the situation.
Politely and with respect not angering myself.
I would try to accommodate him as better as I can do.
I would be totally calm, and apologize to the customer for whatever reason he/she is mad for, and try to accommodate to find a solution.
I would try to solve the problem in a calm manner, and if I need further help, ask for assistance from my manager.
With a Smile. I believe that being patient and listening closely to them is the key to a relationship, and with an angry customer would be no different.
Apologize for any inconvenience. Assure them a solution will be found.
Based on my experience and training, I learned to let them vent and never cut them off while they're saying their bit. I would not be rude to them, but I will be calm and not take any bad thing they say personally. I would then proceed to analyze the situation and diffuse the situation on my own. If a manager's assistance is absolutely needed, only then will I call the manager to get involved.
First thing I would do is determine why they are upset and apologize for it. Then, I would ask them what I can do to help rectify the problem, and takes steps as necessary.
Remain calm. ...Don't take it personally. ...Use your best listening skills. ...Actively sympathize. ...Apologize gracefully. ...Find a solution. ...Take a few minutes on your own.
The customer is always right...So remain calm and polite.
Agree with them, tell them everything is going to be ok and continue to fix the problem accordingly.
Figure out the source of his displeasure and try to fix it.
Apologize and try to appease them.
I would show empathy to the customer. Make sure not to interrupt them, and listen to everything they have to say. Try to really understand how the customer is feeling.
Stay patient. Do not interupt them. Take appropriate action.
At first I will apologize for him and then I will ask him/her the problems and I will try to sort out the problems.
I would stay calm and try to help solve their problem.
I would stay calm and polite and deal with the situation as well as possible.
I think providing patience towards an angry customer and remaining calm will help and fixing the customers needs.
I would be assertive and try and find a way to make a compromise with the customer. I am very patient and I'm able to communicate well and solve problems or complaints as soon as possible.
I would handle an angry customer with the same respect I would any customer. I would allow them to tell me what the issue is so that I can assess the situation and calmly try to help them the best I can.
Remain calm. Just listen to the customer and what their needs are, and attempt to resolve the issue at hand if possible. If not, then assure the customer that their needs will be met and bring the manager in.
The customer is always right. I would find out why they're angry, and try and solve the situation. If I am not able to solve it, then I will grab my manager and ask them to help.
I will stay in com and never be rude to the guest. I will listen to the guest and take the best action.
Be polite and stay calm. Listen to them and try to get to the root of the problem and then do all you can in an attempt to remedy the situation. Make sure that they feel heard and that you understand the situation and are firmly on their side.
I would listen to them and let them speak, and I would remain calm.
Try to remain calm and be sure to not come off short, or rude, but rather with patience and understanding.
I think it's important to stay calm when dealing with an angry customer. I would make sure not to show my frustration and try to fix their problem in any way that I could. If needed I would enlist another employees help.
I would here them out and let them vent. Then let them know that they are right even when I know they are wrong and try to help the situation turn around.
Remain calm and talk it out with them to resolve the issue.
I would try to calm them down and find a solution to make them happy.
I would stay calm, maintain my composure and I would not be rude to them, no matter how offensive they are. Once they are done explaining their side of the story, I would analyze the situation, ask clarifying questions if needed, and take appropriate action.
I would try to be calm then I would apology for any inconvenient offering my help in any thing that I could do to make him/her happy.
Try to remain calm and solve the issue the best you can.
Stay calm and smile. Listen to what they have to say, validate their concern and/or complaint. Ask what you can do to make their dining experience a positive one.
I would listen and be polite and try to figure out the problem.
I would remain calm because yelling back would make matters worse and I wont take it personally and act sympatecically.
Will be calm and down to earth try to cool down the customer and offer him or her something to drink on the house or dessert.
From my experience, it's important to not be rude to a customer. I would listen to what they have to say and make sure they're done their rant before I speak. I will remain friendly and polite to the customer and make sure to do whatever I can to improve or solve their issue.
I think so. Customers always have reason.
Patience is the key I know that customers won't always be satisfied with the service given to them so I have got to be controlled and then when the customers are controlled solve the problem with patience.
I would calming figure out the problem and find a solution to solving it. Of the situation is out go my hands I would find another more educated employee or manager.
I would try to understand and sympathize with their frustration, and explain we were doing everything we could to remedy the situation.
I will first listen to them very carefully. If I could I will solve it and if not I will immediately inform my manager.
I would be patient with them let them talk and not interrupt them and keep a smile.
I would try to see things from their perspective first, empathize, apologize and try my best to find a resolution that satisfies the customer while adhering to company policy. If it were to escalate, I would ask the manager for help.
I would be so nice to them offer anything they would want and let them be in control!
I my opinion the most important thing to do in this situation is to remain calm and keep your composure. I would make sure that the customer is completely done talking, apologize for their dissatisfied experience, and get a manager to further handle the situation.
Refrain from yelling back, try to reassure them that things take time.
Stay calm and try to handle the customer in a polite way.
I apply great customer service skills, do everything I can to make them happy.
I would be very calm and polite. I would let the customer finish what they have to say, then I would analyze their concerns and address them accordingly.
Calmly listen to their complaints, and accommodate with whatever they need. Do everything to make sure they walk out satisfied.
Very respectfully. Apologetic and concerned. Assisting that their experience is very important to us.
Never be rude. Stay calm, keep composure and never interrupt. Analyze the situation then take appropriate action.
First, asking what the problem is. Then simply listen to their problem, quickly analyzing their answer and coming with an efficient, quick and helpful solution.
I will try to calm the customer and understand what is making him/her angry. If I'm not able to solve the problem or communicate with the customer successfully, I will ask a manager to help me work with the customer and handle the situation.
Remain calm and ask if there's anything I can help with.
Fix the issue and apologize.
I would check up on them multiple times, listen to them, apologize, and make them feel like they are heard.
Deal with them calmly and try to solve the problem the customer is having.
I would apologize for the misunderstanding.
I would apologize for the inconvenience.
I would listen patiently to their complaint and do everything I can to satisfy their needs.
I would apologize for the inconvenience and ask if there was anything I could bring them better their experience.
I would remain calm and try to address what there problem is and then do what I can to fix the problem as soon as possible.
I would calmly listen to their concerns and then proceed to take action in an appropriate manner.
I would still show politeness and respect. I would try to accommodate to their needs as efficiently and productively as I can. If I still can't meet their needs, I would direct them to the manager.
I would ask them what could I do to make their experience more enjoyable.
Smile politely and try to calm them down.
Remain calm, and be at his service to make his visit better, apologize, and fix the issue.
Listen to them let them finish talking never interrupt the customer. Remain calm, and keep my composure. Analyze the situation, and take action from there.
Apologize, offer a replacement meal and talk with manager and server.
Just listen to her point of view, show the calmness of your voice, let the customer talk it out before you interupt, explained & assured to her you are here to help as much as you can. However, You will check first with your manager your request and you will get back on her soon!!!
I would listen to his complaints and calmly address the situation as best I can in order to make the customer's experience positive at our restaurant.
I would listen to them, and respect them until they finish talking. Then I would try to satisfy them to the best of my ability.
I would utilize my listening skills and listen to the customer vent about what the problem is. I will then do whatever is in my power as a hostess to meet the customer's needs and make them happy.
I would listen to the customers complaints and handle the situation in a peaceful manner.
I would remain calm and immediately try to accommodate the customer with an apporopoate alternative.

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