Description
If a customer asked for a different beverage because they didn't enjoy their original order, how would you respond?
1. Customer Service : This skill involves the ability to listen to, empathize with, and effectively resolve customer complaints or requests.
2. Problem Solving : The barista needs to be able to quickly find a solution that satisfies the customer while adhering to company policies.
3. Communication : Communicating effectively with the customer to understand their needs and explain any pertinent information is critical.
4. Adaptability : Being able to handle unexpected situations and adapt your approach to meet the customer's needs shows flexibility.
1. Customer Satisfaction : The interviewer wants to see if you can maintain or increase customer satisfaction under challenging circumstances.
2. Company Policy Understanding : To ascertain whether you are aware of and can adhere to company policies related to order changes and customer service situations.
3. Stress Management : This question gauges your ability to maintain professionalism and poise under pressure.
4. Conflict Resolution : The interviewer is assessing your ability to resolve conflicts effectively while ensuring the customer feels heard and valued.
1. Show empathy : Demonstrate how you would empathize with the customer's dissatisfaction and make them feel understood.
2. Mention policy adherence : Discuss the importance of following your employer's policies while handling the situation.
3. Highlight resolution : Describe a specific situation where you successfully managed a similar request and the outcome that ensued.