4313. How would you handle an incorrectly made drink for a frustrated guest?

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Description

Interviewer

Could you describe a situation where you had to address a mistake made on a guest's order and deal with their frustration?

Skill Assessed
  • 1. Customer Service : Ability to maintain a high standard of customer care while handling challenging situations.

  • 2. Problem Solving : Capability to quickly and effectively resolve an issue at hand.

  • 3. Communication : Skill in clearly explaining the situation, acknowledging the error, and articulating the steps being taken to correct it.

  • 4. Patience : Maintaining a composed and understanding demeanor in the face of frustration or adversity.

Purpose
  • 1. Evaluating Customer Service Skills : Assesses how you address and rectify service-related issues while providing excellent customer service.

  • 2. Understanding of Problem Resolution : Evaluates your ability to effectively problem-solve in a real-world, customer-facing situation.

  • 3. Assessing Communication Abilities : Determines the clarity and effectiveness of your communication under pressure.

  • 4. Gauging Composure : Insights into your capacity to remain calm and patient when faced with a dissatisfied customer.


Hints
  • 1. Focus on Resolution : Share steps of how you would rectify the situation, ensuring the guest's satisfaction.

  • 2. Empathy is Key : Highlight how you would empathize with the guest and validate their frustration.

  • 3. Reflect on Experience : If you've been in a similar situation before, explain how you handled it and what the outcome was.

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