Fast Food & Service Work
The Situation
You are called into a short meeting just before your shift starts. You were told it involves “a customer situation” from yesterday.
From the opening explanation, you learn that a customer complaint was submitted about incorrect items and slow service during a busy period. The customer contacted the store manager directly.
A shift supervisor is present. Someone from operations is reviewing the report. Your manager is listening carefully. You worked during that shift, but you don’t yet know which order or interaction is being questioned. You are expected to respond quickly and clearly. Taking too long to answer may be seen as uncertainty.
Your Task
Respond immediately and professionally.
You do not have all the details, but you are still required to respond.
Avoid sounding defensive or rushed.
Questions
“Were you working during this shift?”
“Do you remember handling this order?”
“What was your role at that time?”
“Was the store especially busy then?”
“Were there any issues with staffing?”
“Did the customer say anything at the counter?”
“Was the order repeated or confirmed?”
“Who prepared the items?”
“Was the order checked before it was handed out?”
“Did anyone else assist the customer?”
“Are you saying the order was correct?”
“Why might the customer feel frustrated?”
“Could this have been prevented?”
“Was a supervisor notified?”
“What would you say to the customer now?”
“How should this be handled moving forward?”
“Is there anything you want to clarify?”
“What support would help during peak hours?”
“Do you feel procedures were followed?”
“Is there anything else we should review?”
