Question

Describe a time when you have turned a negative customer experience into a positive one.

Options:
A) By actively listening to the customer's concerns and finding a mutually beneficial solution.
B) Ignoring the negative feedback and focusing on other customers' positive experiences.
C) Redirecting the customer to a different department to handle their issue.
D) Dismissing the customer's complaint without attempting to resolve it.

Answer 1

I resolved a customer complaint about confusing line-ups by implementing floor markings to show customers where to line up for each cash register, resulting in improved efficiency and reduced stress for customer service clerks.

Step-by-step explanation:

Sure! I worked at Gavi's Fast Food Restaurant last summer as the lunch-hour manager and during a particularly busy lunch hour several customers complained that the system of lining up to pay was confusing. (SITUATION)

As the lunch-hour manager, it was my responsibility to resolve customer complaints and make sure we were providing fair, fast and friendly service. (TASK)

I wanted to make sure this problem was resolved quickly and effectively so I listened to the feedback from customers and then sought out solutions from the customer service clerks. In order to address the issue, I bought floor markings to show customers where to line up for each cash register. (ACTION)

During subsequent high traffic periods, there were no customer complaints about line-ups. The customer service clerks told me that their stress was reduced because they no longer had to manage conflict in the line. Our store served a higher number of customers on a daily basis because we were able to serve customers more efficiently." (RESULT)