Your restaurant offers a seasonal menu that changes daily. When you put in a customer’s order for the fish of the day, the chef tells you they’re out of the fish o n the menu but offers an alternative. What would you say? “I’m so sorry, but due to the nature of our menu, we’re out of today’s fish. The chef offered an excellent substitution-do you want to try it?” “The chef will need to make a substitution for the fish dish since we’re out of the fish of the day. I hope you understand.” “The chef just informed me that we’re out of the fish you ordered. Was there something else that interested you?” “My apologies, but we’re out of today’s fi sh. This can happen with a seasonal menu. What do you want instead?” “Unfortunately, we’re out of the fish dish you ordered. Do you want to pick something else?”
The correct answer and explanation is:
The most appropriate response is:
“I’m so sorry, but due to the nature of our menu, we’re out of today’s fish. The chef offered an excellent substitution—do you want to try it?”
This response is the most customer-friendly and maintains a positive tone while clearly addressing the issue. It explains the situation in a polite manner, acknowledges the limitations of the seasonal menu, and offers a solution. Here’s why:
- Politeness and Apology: The phrase “I’m so sorry” helps maintain a courteous atmosphere and shows empathy toward the customer, acknowledging that the inconvenience is unfortunate.
- Clarification of the Situation: By explaining that the seasonal menu changes daily, you provide context for why the item might no longer be available. This helps the customer understand the nature of the menu and why it may sometimes be unpredictable.
- Offering a Solution: Instead of just focusing on the problem (being out of the fish), the response quickly transitions into presenting an alternative by saying, “The chef offered an excellent substitution.” This keeps the conversation solution-oriented and provides a positive outlook.
- Choice for the Customer: Ending with “Do you want to try it?” invites the customer to make a decision, giving them control over the situation. This is an essential aspect of customer service because it allows the customer to feel like they are making an informed choice.
In contrast, other responses, while polite, may sound more transactional or less engaging. For instance, “The chef will need to make a substitution…” sounds more mechanical, and “Was there something else that interested you?” might sound less thoughtful or less enthusiastic about the replacement option. The recommended response is the most balanced, offering both understanding and an engaging solution.