4296. How do you deal with customer complaints?

Medium
Tags
Hints

Description

Interviewer

Please describe how you have handled a situation where a customer had a complaint. Walk me through your process for addressing and resolving the issue.

Skill Assessed
  • 1. Problem Solving : The ability to quickly identify the problem a customer is facing and find a resolution.

  • 2. Communication : Effectively conveying your solution to the customer's complaint, as well as ensuring you understand the complaint fully.

  • 3. Empathy : Showing understanding and care for the customer's experience and feelings.

  • 4. Conflict Resolution : Handling the situation in a way that resolves the issue and maintains a positive relationship with the customer.

Purpose
  • 1. Customer Service Skills : To assess your ability to provide high-quality customer service, a core requirement for a barista role.

  • 2. Composure : To understand how you maintain professionalism and poise when faced with challenging customer interactions.

  • 3. Problem Solving Approach : To gauge how you approach problem solving, especially under pressure.

  • 4. Recovery Techniques : To see if you know how to turn a negative experience into a positive one, potentially retaining a dissatisfied customer.


Hints
  • 1. Describe the steps you take : Explain your approach from listening actively to resolving the complaint.

  • 2. Show empathy and active listening : Convey that you understand the customer's perspective and take it seriously.

  • 3. Highlight positive outcomes : Share any instances where your intervention led to a customer being satisfied or a complaint being turned into a compliment.

Tags
Topics: 
Problem Solving
Communication
Roles: 
Barista
Cashier/Barista
Sales Floor Team Member
Companies: 
Starbucks
Speak or type your answer here: