Sample interview questions: Can you provide an example of a time when you had to handle a customer complaint related to inaccurate or misleading information provided during the sales process?
Sample answer:
Handling a Customer Complaint Related to Inaccurate Information
During my tenure at the Grand Hyatt, a guest complained that they had booked a suite with a balcony based on information provided by a reservations agent. However, upon arrival, they discovered the suite did not have a balcony.
Response:
- Empathetically Acknowledged the Disappointment: I immediately apologized for the error and empathized with the guest’s frustration.
- Investigated Promptly: I reviewed the reservation and confirmed the discrepancy.
- Offered a Resolution: I upgraded the guest to a larger suite with a balcony, complimentary on the hotel.
- Communication and Transparency: I kept the guest informed throughout the process and provided an explanation of the misinform… Read full answer