Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
3 Cards in this Set
- Front
- Back
|
Describe a time where you dealt with a difficult customer and how you handled the situation.
|
At one of my pass jobs, I heard a customer was yelling at an new employee because the customer wanted to return an item without a receipt. I walk over to the register to help and she continue to yell. I knew it was out of frustration so I didn't take it personally. I made sure the customer knew their concerns were being heard. I listened carefully and apologized. Even though she didn't have her receipt, I was able to find a solution by offering her store credit. it was win-win solution.
|
|
|
If you are on the phone and have two guests waiting in line to check in and a third guest comes up and says there is a leak in their room. What would you do?
|
” Put the phone on hold, thank all guests for their patience and address the leak situation. It affects the safety of guests and therefore takes priority.
|
|
|
How did you handle a situation in which the customer was upset, and there was no manage present?
|
-Listen, Apologized, Fix and Follow up. Situation: -You can talk about a guest who was upset that her order came out wrong. You Listen, Apologized, Fixed. You had her order remade. You follow up.
|
