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STAR method

Star example

Situation

Throughout University I worked part time as a waitress.

Task

On a particularly busy weekend, we were short-staffed and an angry customer complained about the extended wait for his food.

Action

I used effective communication skills to resolve the issue. First, I listened attentively to the customer and clarified the reason for his complaint to ensure I fully understood. I apologised and explained the reasons for the delay, and that I would see what I could do. I then spoke to the kitchen staff to find out how long his order would take and asked for it to be given priority. By explaining the situation to them, they were willing to prioritise it (something which they would not usually do). I also asked them to estimate when it would be ready. Finally, I apologised again to the customer and gave him the estimated waiting time for his order. 

Result

This resulted in the customer calming down, being satisfied with the outcome of his complaint, getting his food when expected and, ultimately, becoming a regular customer at the restaurant. By managing his expectations, communicating effectively with all parties and delivering the promised outcome, I resolved the issue to everyone's satisfaction.