Question

Give us an example of a choice you made to go above and beyond what was needed to satisfy a customer. What was the situation? What actions did you take and what were the results?

a) I once helped a customer find a rare book they were searching for, leading to their increased satisfaction and loyalty.
b) I politely declined a customer's request for an unrealistic discount, maintaining our company's integrity.
c) I followed standard procedures without deviation, as exceeding expectations was not a priority.
d) I provided a customer with incorrect information, leading to dissatisfaction and misunderstandings.

Answer 1

As a lunch-hour manager at Gavi's Fast Food Restaurant, I addressed customer complaints about a confusing line-up system by implementing floor markings. This led to improved customer satisfaction, reduced stress for the customer service clerks, and increased overall efficiency in serving customers.

Step-by-step explanation:

Situation: Last summer, I worked as a lunch-hour manager at Gavi's Fast Food Restaurant. During a busy lunch hour, several customers complained about the confusing system for lining up to pay.

Task: As the lunch-hour manager, I was responsible for resolving customer complaints and ensuring fair, fast, and friendly service.

Action: To address the issue, I listened to customer feedback and consulted with the customer service clerks. I decided to buy floor markings to clearly indicate where customers should line up for each cash register.

Result: As a result of implementing the floor markings, there were no further customer complaints about line-ups during subsequent high traffic periods. The customer service clerks reported reduced stress, as they no longer had to manage conflicts in the line. The store was able to serve a higher number of customers on a daily basis due to increased efficiency.