When answering this question, emphasize your approach to handling customer complaints with empathy and professionalism. Explain the steps you take to understand the customer's issue, how you communicate with them to find a resolution, and the actions you take to ensure their satisfaction. Provide 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:
"I always listen to the customer's complaint fully without interrupting, to ensure they feel heard. I then apologize for the inconvenience and assure them that I will do everything possible to resolve the issue. For example, at my previous job, a customer was unhappy with their meal. I apologized and offered to replace the dish or provide a discount on their bill. I also followed up with them to ensure they were satisfied with the resolution. This approach not only resolved the issue but also helped in retaining the customer and maintaining a positive relationship."
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