Question

How have you dealt with customer complaints in the past?

a) Ignored them and hoped they would go away
b) Responded promptly and addressed the issues professionally
c) Passed the complaints on to a supervisor to handle
d) Avoided customer interactions to prevent complaints

Answer 1

When confronted with customer complaints, a proactive approach involving listening to feedback and collaborating with staff led to an effective solution with floor markings, reducing complaints and increasing efficiency.

Step-by-step explanation:

Regarding the question of how customer complaints have been addressed in the past, the best approach is illustrated by an experience shared by a manager at Gavi's Fast Food Restaurant. When faced with customer complaints about the payment line system being confusing, the manager tackled the problem head-on.

Taking responsibility as the lunch-hour manager, they actively listened to the customers' concerns and proactively sought out suggestions from the customer service clerks.To resolve the complaint effectively, a decision was made to use floor markings to guide customers to the correct lines for each cash register.

This action not only solved the initial confusion but also had longer-lasting effects. Subsequent business periods showed a reduction in customer complaints, a decrease in stress levels among customer service clerks, and an increase in the store's efficiency, allowing them to serve more customers on a daily basis.