-A customer calls for a delivery and ends up calling back because the food is running late, what would be a good response?
and lastly..
-A customer has a complaint about the food or service, what should i say?
Thanks a lot for your help!!
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Recommended Answer:
When dealing with an unhappy customer in either of those situations the steps would be basically the same:
- Apologize to the customer
- Let them know they are important and that you are taking their concern seriously
- Identify what/where the problem is - if the problem is serious or has to do with another employee's behavior, it is wise to refer it to a manager rather than get tangled in an investigation.
- Offer a solution in line with company policy - sometimes the best you can do is offer to have the manager call back if the customer is still unhappy. Don't give away free product or make promises without permission
- Thank the customer
So for the late delivery you might say something like:
"Mrs. Smith, I am very sorry that your delivery is running late. Your order is important to us and I will do everything I can to fix this for you. Please hold for a minute while I get in touch with the driver. -- Ok, Mrs. Smith, the driver got stuck in traffic but he is on his way now. For your inconvenience I can offer you (whatever company policy allows... a discount, a free drink, whatever). Again, I'm sorry there was a delay. Thank you for doing business with us! Is there anything else I can do for you?"
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