How do you handle customer disputes?
Here are some key factors to successful interaction with upset customers:
- Allow the customer to be heard. Show that you care about their feelings of frustration
- Be prepared with empathetic statements such as "I understand" and "That must have felt terrible."
- Never be passive, roll your eyes, cross your arms, or disagree with the customer
- Focus on the important factors. Many upset customers will bring up small issues that are not related to the primary concern. Always bring the conversation back to the issue at hand
- Avoid saying "never" but say "likely" or "possibly."
- Keep the conversations out of the public eye. Anger will be fed by an audience
"I understand"
"When handling customer disputes, remaining neutral is the most important factor. I know that I cannot come across as a biased party, only sticking up for the company. I offer empathy to the customer, allow them to talk without seeing a reaction from me, and then present potential solutions to their problems."
The interviewer would like to know how you handle stressful situations involving unhappy customers. As a restaurant manager, your ability to handle customer complaints can make or break your candidacy. Be ready with an example when you went above and beyond when handling a customer complaint. Be sure to tell the interviewer what solution you offered to the customer. Perhaps you did not charge them for the meal. Maybe you offered a new dish for them to try. Close with how happy the customer was when they left!
"I have specific training in customer dispute resolution and am happy to train your employees on the techniques I have learned, over the years. In my experience, allowing the customer to talk, and express their feelings, is the most important step to creating a resolution. Also, my tone is fundamental. I am empathetic, nod a lot, and use the correct body posture to show that I care."
