Can you provide an example of a time when you had to handle a difficult or upset customer? How did you resolve the situation?

Sample Answer:

During my time working as a Receptionist at a busy hotel, I encountered a situation where a guest was extremely upset about the cleanliness of their room. The guest was frustrated and demanding a new room immediately.

Instead of becoming defensive, I remained calm and empathetic towards the guest's concerns. I listened attentively to their complaints and assured them that I would address the issue promptly.

I immediately contacted housekeeping to have the room cleaned again, ensuring that it met the guest's expectations. I then offered the guest a complementary meal at our on-site restaurant as a gesture of goodwill.

By taking swift action, showing empathy, and offering a solution, I was able to successfully resolve the situation and turn the upset customer into a satisfied one.

This experience taught me the importance of maintaining a professional demeanor, actively listening to customers' concerns, and taking proactive steps to address issues promptly.