When answering this question, it's important to demonstrate your ability to stay calm, empathetic, and professional. Start by acknowledging the customer's feelings and showing empathy. Explain the steps you take to understand the issue and find a resolution. Provide a specific example from your past experience where you successfully managed a difficult customer. Highlight any techniques you used, such as active listening, problem-solving, and maintaining a positive attitude. Conclude by emphasizing your commitment to ensuring customer satisfaction and turning negative experiences into positive ones.
Example: "In my previous role as a front desk agent, I encountered a guest who was very upset about a booking error. I calmly listened to their concerns, acknowledged their frustration, and apologized for the inconvenience. I then checked our system to understand the issue and offered a solution that included an upgrade to a better room at no extra charge. The guest appreciated the prompt resolution and left a positive review about our service. This experience taught me the importance of empathy, quick thinking, and maintaining a positive demeanor in resolving customer issues."
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