describe a time you had to deal with an unhappy hotel customer or guest ?
Answers
"(Situation) Last year, I worked in a retail custömer care center of a company with many service complaints. (Task) As a Custômer Care Representative, I had to navigate angry customer experiences more times than I would have liked. (Action) To cope, I took the stance that people who are upset want to be heard and respected. I would listen, empathize, and reassure the customer that I am there to support them and resolve the matter. If I needed to check on an order or get back to the customer, I would set expectations to explain what I was doing and when they would hear back. (Result) I am proud to say that I successfully turned more detractors into promoters than anyone else in that organization."
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