Question 1 / 15 After eating all of his meal, a customer tells you that he didn’t like the dish he selected. What would you say?
- “That’s unfortunate. Can you tell me more about what you didn’t like?”
- “I apologize. Would you like to speak to a manager about this?”
- “Oh really? Judging by your plate, it sure looks like you liked it!”
- “That surprises me; it’s one of our most popular dishes!”
The correct answer and explanation is:
The correct answer is:
“That’s unfortunate. Can you tell me more about what you didn’t like?”
Explanation:
Customer service in the food industry requires professionalism, empathy, and a willingness to understand and address concerns. When a customer finishes their entire meal but then complains about it, it may seem contradictory, but it’s still essential to handle the situation with care and respect.
- Acknowledging the Customer’s Experience
The chosen response acknowledges the customer’s dissatisfaction without being dismissive. Saying “That’s unfortunate” shows empathy, making the customer feel heard. - Encouraging Constructive Feedback
Asking, “Can you tell me more about what you didn’t like?” encourages a dialogue. It allows the customer to explain their perspective, which can be valuable for the restaurant to improve its dishes. - Avoiding Confrontation
The other responses could come across as dismissive or even confrontational. Saying, “Oh really? Judging by your plate, it sure looks like you liked it!” can be perceived as sarcastic and defensive. Similarly, “That surprises me; it’s one of our most popular dishes!” may make the customer feel invalidated. The response offering to call a manager might escalate the situation unnecessarily instead of resolving it directly. - Maintaining Professionalism and Customer Retention
Even if the complaint seems unfair, good customer service is about making customers feel valued. A respectful response increases the chances of the customer returning despite their dissatisfaction.