How to answer this Communication Skills interview question about Customer Complaints for Mid-Level Restaurant Manager?

How would you handle a situation where a customer has a serious complaint about their experience?

Restaurant Manager

Communication Skills

Asked at

TGI Fridays

Difficulty :

Medium

Explanation

This question evaluates your ability to manage customer complaints effectively and turn a negative experience into a positive one. Recruiters assess your communication skills, empathy, and problem-solving abilities. Common pitfalls include becoming defensive or failing to offer a resolution. A strong answer involves actively listening to the customer, empathizing with their concerns, and offering a resolution promptly. Preparation includes understanding common customer complaints and how to address them professionally.

Answer Example

I would handle the complaint by actively listening to the customer’s concerns, apologizing sincerely, and offering a resolution. For example, when a customer once complained about a long wait time, I apologized and offered a discount on their bill. I also reviewed our scheduling to ensure better staffing during peak hours, which reduced future complaints.

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