Describe a situation when you had to handle a dissatisfied and angry customer.
I had a customer one day who had ordered two cakes, and I made them as the order form said. When she came to pick them up we found out that the person who took her order had completely messed up what she wanted. I apologized and gave her the choice between giving her a discount on the cakes, or making two new ones for her. Luckily she came early enough before the party that she had time to wait and opted that I remake them. Thirty minutes later she was given two new cakes, and I still gave her a small discount for being so nice as it was our mistake. Although she was not happy when she arrived, she left a very satisfied customer.
Tell me about a time that you had a confusing interaction with a customer, and how did you clarify things?
One day while working I had two cake orders that had the same last name. This is not unusual as we have many orders to fulfill especially on the weekends. The problem came when they picked up their cakes. The person working the counter failed to show the cakes to the customer when they came to pick them up. Unfortunately the cakes were given to the wrong people. Since they were not shown their cakes, the customers did not notice until they both returned home that they had the wrong cake. This was a confusing dilemma because we had two different parties and no cake to match either of them. One important thing that I have learned is that you never get in the way of a mother planning her kids’ birthday party. I had two very distraught mothers who did not want their children’s’ birthday party ruined. So to resolve this situation, I made two new cakes and delivered them myself to the parties. I also gave them a refund with my apologies. Both families were very pleased with our service and promised to keep coming back. To this day they still buy their cakes from us.
What do you regard as being the most important aspects of...
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