Customer Service Focused Questions Flashcards
Tell me about a time when you went above and beyond to help a customer.
During my time at Ask Italian, we had a regular customer who ordered the same dish, but on one visit they wanted to try something new. However, due to their dietary requirements, they were unsure on what was safe to order. So I decided to communicate the guest’s dietary needs to the kitchen to create a custom-made dish. The guest was very appreciative of the personalised service and continued to return to the restaurant and further recommended it to friends and family.
Give an example of when you have dealt with an unhappy customer.
During my time at Gunwharf Quays, a guest approached me very upset due to being unable to find a parking space during a busy event which they had been looking forward to for months. I calmly listened to their concerns, reassured them, and directed them to an alternative car park. By remaining calm and offering a solution, the problem was quickly de-escalated and the guest was able to enjoy their visit.
How would you deal with an unhappy airline customer?
To handle an unhappy passenger, I would listen carefully to their concerns, apologise sincerely, and show empathy. I would then offer a solution or alternative such as re-seating if necessary or resolving the issue at hand. If needed, I’d escalate the matter to a senior crew member. Throughout, I’d remain calm and professional, ensuring the passenger feels heard and respected.
Describe a situation where you turned a negative experience into a positive one for a customer.
During my time as a waitress, I encountered an unhappy customer due to a kitchen mistake delaying their food. To make up for this I kept the customer informed on the situation and offered them a free dessert as an apology for the inconvienience. The customer then left me a positive review on the company website.
What would you do if a passenger was complaining about food/service on board?
From my experience in customer-facing roles, I have learned that listening is key. So I would listen to their complaint, empathise with their concerns, and then offer them a solution which could be offering them a new/different dish or improving their service in some other way. However, I would ensure that they felt valued and heard.
How would you deal with a passenger who is afraid of flying?
As a guest service host I would often help people who were afraid of specific situations such as large crowds. Using this experience I would reassure the passenger and then offer them distractions such as reading materials or discussing other subjects with them. Then I would regularly check in on them, offering them support, throughout the flight.
