4332. How would you fix an incorrect order?

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Interviewer

If you realized you got a customer's order wrong, how would you handle the situation?

Skill Assessed
  • 1. Problem Solving : The ability to quickly identify the mistake and determine the best course of action to correct it.

  • 2. Customer Service : The ability to maintain a positive interaction with the customer and ensure their satisfaction despite the error.

  • 3. Communication : Effectively communicating both with the customer to understand the issue and with your team to resolve it.

  • 4. Adaptability : Being flexible and able to handle unexpected situations smoothly.

Purpose
  • 1. Assessing Error Recovery : Understanding your approach to correcting mistakes shows your commitment to service excellence.

  • 2. Evaluating Customer Focus : Determining how customer-oriented you are when a service breakdown occurs.

  • 3. Judging Teamwork : Seeing if you can coordinate with others to fix issues without causing disruption.

  • 4. Understanding Composure : Gauging how well you can maintain your poise under pressure when dealing with mistakes.


Hints
  • 1. Mention the immediate action : Talk about the steps you would take right after realizing the mistake, showing urgency in your response.

  • 2. Focus on the solution : Highlight your ability to provide a solution rather than dwelling on the error, displaying a forward-thinking mindset.

  • 3. Address customer communication : Explain how you would communicate with the customer to reassure them that their issue will be corrected promptly and professionally.

Tags
Topics: 
Problem Solving
Communication
Roles: 
Barista
Cashier
Companies: 
Starbucks
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