Question

Give an example of a time you had to deal with a hostile customer.

A. Ignored them
B. Reported them to a manager
C. Listened actively and resolved their concerns
D. Reacted with hostility in return

Answer 1

I worked as a lunch-hour manager at Gavi's Fast Food Restaurant and resolved the issue of confusing line-ups by buying floor markings to guide customers. This improved efficiency and reduced conflicts.

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

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. 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.