During the breakfast rush, an angry customer asks to speak with your supervisor about one of your coworkers who was rude to her. Your supervisor hasn’t arrived yet.
What would you do?
Politely explain that the morning rush makes things chaotic
Explain that she’ll need to wait because your supervisor hasn’t arrived yet
Tell her you’ll be sure to report your coworker to your supervisor when they arrive
Apologize and offer to take her information so your supervisor can call when they arrive
The correct answer and explanation is:
The correct answer is: Apologize and offer to take her information so your supervisor can call when they arrive.
Explanation: In a situation like this, it is crucial to handle the customer’s concerns with empathy and professionalism. When a customer is upset, especially about an experience involving a coworker, the goal is to acknowledge their feelings, express concern, and provide a solution, even if the supervisor is not available at the moment.
First, acknowledging the customer’s frustration by apologizing helps in de-escalating the situation. Apologizing does not necessarily mean admitting fault, but it shows that you care about the customer’s experience. It is important to maintain a calm and polite tone, even when the customer is angry.
Offering to take the customer’s information is a proactive approach that demonstrates attentiveness. By offering to have the supervisor follow up with the customer once they arrive, you are providing a solution without escalating the conflict. This also ensures that the customer feels heard and that their concerns are being taken seriously, even though the supervisor is unavailable immediately.
Simply explaining that the supervisor hasn’t arrived yet or telling the customer to wait without offering any further action could cause additional frustration. It leaves the customer feeling ignored and undervalued, which can harm the reputation of the business.
Lastly, while reporting the coworker to the supervisor is important, it is best to do this privately. Offering to take the customer’s information for a later follow-up allows you to deal with the issue in a more professional manner without further upsetting the customer.