When answering this question, emphasize your commitment to customer satisfaction and your proactive approach to handling complaints. Start by explaining the importance of listening to the customer and understanding their concerns. Provide a step-by-step process you follow to resolve issues, such as acknowledging the complaint, investigating the matter, and offering a solution or compensation if necessary. Highlight any specific examples from your past experience where you successfully resolved a customer complaint and turned a negative experience into a positive one. For instance, you might say:
"In my previous role as a Food and Beverage Manager, I always made it a priority to address customer complaints promptly. I would first listen carefully to the customer's issue without interrupting, then apologize for any inconvenience caused. I would investigate the matter by speaking with the relevant staff and reviewing any available documentation. Once I had all the facts, I would offer a solution, whether it be a replacement, a discount, or a complimentary service. For example, there was an instance where a customer was unhappy with the quality of their meal. After investigating, I found that there was a mix-up in the kitchen. I apologized to the customer, offered a replacement meal, and provided a complimentary dessert as a goodwill gesture. The customer left satisfied and even praised our prompt response in an online review."
Stand out from the crowd with video applications! Make your video applications in minutes and show the real you.