When answering this question, it's important to demonstrate your ability to stay calm, listen actively, and resolve the issue to the customer's satisfaction. Start by acknowledging the customer's feelings and apologizing for the inconvenience. Then, ask for specific details about the problem and offer a solution, such as remaking the order or providing a refund. For example, you could say:
"I would first apologize to the customer and acknowledge their frustration. I would then ask them what specifically was wrong with their order so I can understand the issue. Once I have all the details, I would offer to remake the drink or provide a refund, depending on what the customer prefers. My goal would be to ensure the customer leaves satisfied and with a positive impression of our café."
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