A customer at a restaurant sees that she was charged full price for her sandwich. She mistakenly thought it was discounted for the lunch special and complains to her server. What should the server do?
a. Apologize and show her the lunch special prices on the menu
b. Explain that though it’s not part of the special, he’ll check with his manager about adjusting her bill anyway
c. Apologize and explain that the sandwich was not part of the special and she’ll have to pay full price
d. Call the manager to help resolve the issue
e. Apologize for the confusion and tell the customer that he’ll be sure to address it with management so that it doesn’t happen again
The Correct Answer and Explanation is :
The correct answer is b. Explain that though it’s not part of the special, he’ll check with his manager about adjusting her bill anyway.
Explanation:
In customer service, particularly in the restaurant industry, addressing customer complaints and handling pricing issues with care is vital. Here’s a breakdown of why answer b is the best response:
- Acknowledging the Customer’s Concern: It’s important to acknowledge the customer’s complaint with understanding. The customer mistakenly believed the sandwich was part of the lunch special, so simply apologizing and showing the lunch prices (answer a) or explaining that she needs to pay full price (answer c) may not be the most empathetic or effective approach. Answer b is more considerate, offering the possibility of resolving the issue by speaking with a manager.
- Taking Initiative: By checking with a manager to potentially adjust the bill, the server shows initiative and a willingness to help. This proactive behavior can make the customer feel valued and heard. This can be especially important in retaining customers who might otherwise leave dissatisfied if they feel their concerns aren’t taken seriously.
- Managerial Authority: When there’s confusion about a special or a pricing discrepancy, involving a manager shows that the issue is being escalated appropriately. The manager often has the discretion to offer a discount, modify the bill, or provide compensation. Answer d (calling the manager directly) might seem reasonable but could come across as an immediate shift of responsibility. Answer b is more appropriate because it involves the server checking with the manager while maintaining a direct line of communication with the customer.
- Maintaining Professionalism: Answer e is polite and offers to address the issue later, but it doesn’t actively resolve the immediate situation. While it may reassure the customer, it doesn’t do much in terms of delivering a positive customer experience in real-time.
In conclusion, b strikes the right balance of empathy, professionalism, and customer satisfaction by addressing the issue while offering a practical solution.