A customer whose order you just bagged in the drive-thru comes inside to complain to your manager. He says his order is missing fries, but you’re certain you put them in. Your manager tells you to get another order of fries.
What would you do?
A Apologize for the mistake and quickly get the fries for the customer
B Politely confront the customer to explain that you bagged the order and the fries were in it
C Ask a coworker who saw you bag the fries to defend you
D Explain to your manager that you remember putting the fries in the bag and that the customer is trying to get free fries
E Politely ask the customer to check the bag again to make sure that the fries aren’t there
The correct answer and explanation is:
The correct answer is A. Apologize for the mistake and quickly get the fries for the customer.
In a customer service setting, it is crucial to prioritize customer satisfaction, even when the situation seems confusing or when you feel you did nothing wrong. Apologizing for the inconvenience and fulfilling the customer’s request quickly will maintain a positive atmosphere and keep the interaction professional.
Sometimes, despite being sure of your actions, mistakes can happen. A customer might have missed the fries in the bag or could be mistaken. Regardless of who is right, your goal is to maintain the integrity of the business and prevent further conflict. By apologizing and offering to correct the mistake immediately, you show the customer that you are attentive and care about their experience.
Addressing the issue calmly and promptly also keeps the situation from escalating. Confronting the customer (as in option B) or defending yourself too strongly (as in options C, D, or E) could make the customer feel dismissed or ignored. In contrast, option A provides a solution without assigning blame, which is often the best route to resolve such situations.
In summary, staying calm, apologizing for any inconvenience, and quickly fulfilling the customer’s request is the most professional way to handle this kind of complaint. It helps ensure the customer leaves satisfied, and it reflects well on your professionalism, even if the situation wasn’t your fault.