A customer is upset because one of the glasses you delivered from the bar has a chip on the rim. The bartender is supposed to inspect all glassware before filling.
What would you say?
“That’s unfortunate! Here’s a straw so you don’t have to touch the rim.”
“I’m sorry. Let me ask the bartender to make you a new drink.”
“Oh wow, that’s dangerous! I’ll remind the bartender to inspect the glassware before making drinks.”
“I apologize. Let me get you a new glass and pour that drink into it.”
The Correct Answer and Explanation is :
The correct response in this situation is:
“I apologize. Let me get you a new glass and pour that drink into it.”
Explanation:
When a customer receives a drink in glassware with a chip on the rim, it can be concerning and disappointing. The key to diffusing the situation is showing empathy, responsibility, and a willingness to correct the mistake.
Here’s why this response is the best choice:
- Acknowledgment of the Issue: The phrase “I apologize” acknowledges that something went wrong, showing the customer that their experience is being taken seriously. It’s important to express understanding and regret when something causes inconvenience to the customer.
- Action-Oriented: Offering to get a new glass and pour the drink into it immediately addresses the problem. This not only resolves the issue promptly but also ensures the customer will feel valued and that they are getting what they paid for—a safe and well-presented drink. Taking swift action shows that you are committed to quality service.
- Customer Focused: The response focuses on resolving the issue rather than shifting the blame. For instance, responses like “I’ll remind the bartender” or “Let me ask the bartender to make you a new drink” could come across as deflecting responsibility and might make the customer feel that the problem isn’t being addressed quickly enough.
- Maintaining Safety Standards: A chipped glass is a safety hazard, and offering to replace it not only improves the customer experience but also ensures safety. This action shows that you care about both their satisfaction and well-being.
The other options fall short in terms of taking direct responsibility, making the customer feel comfortable, and quickly correcting the mistake:
- “That’s unfortunate! Here’s a straw so you don’t have to touch the rim.” This response doesn’t take full responsibility for the issue and might come off as dismissive.
- “I’m sorry. Let me ask the bartender to make you a new drink.” While polite, this delays solving the issue by involving someone else in the process.
- “Oh wow, that’s dangerous! I’ll remind the bartender to inspect the glassware before making drinks.” While this acknowledges the danger, it might make the customer feel like the responsibility is being passed to someone else.
In short, taking immediate responsibility and providing a quick resolution makes the best impression.