Phone/Virtual Flashcards
Tell me a time you went above and beyond in customer service?
At Beach Bumzz, where I worked as a Front of House Supervisor, we had a regular customer who held their family reunion at our restaurant every year. One evening, during a particularly busy weekend, they had a large party reservation, but due to an internal miscommunication, their table wasn’t ready when they arrived. Understandably, the family was frustrated, and tensions were rising as they had people coming from out of town, and some members had dietary restrictions, which added complexity to their needs.
Recognizing the importance of the occasion, I took immediate ownership of the situation. First, I reassured the group and offered complimentary appetizers to ease their wait. Then, I quickly coordinated with the kitchen and our waitstaff to expedite the preparation of their table and ensure all of their dietary needs were addressed in advance.
To make the experience more memorable, I personally communicated with the kitchen to create a dessert platter tailored to their tastes, which was a special surprise for the family. I also arranged for a more private section of the restaurant to ensure they could enjoy their reunion without distractions.
The family was not only satisfied but expressed their appreciation by writing a glowing review and recommending the restaurant to others. This experience taught me the importance of empathy, clear communication, and going the extra mile to turn a potentially negative experience into a positive and memorable one. The ability to stay calm and deliver a high level of service, even under pressure, was critical to ensuring customer satisfaction and the success of the business.
