Sample interview questions: Can you describe a time when you had to handle a difficult customer during an adventure tour?
Sample answer:
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Scenario: During a white-water rafting trip, a customer becomes increasingly anxious and fearful as the rapids intensify. They begin to panic and refuse to continue, requesting to be taken back to shore immediately.
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Actions Taken:
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Remain Calm and Empathetic: I maintained a calm and reassuring demeanor, acknowledging their fear and concerns. I empathized with their situation and assured them of their safety.
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Active Listening and Communication: I engaged in active listening, allowing the customer to express their feelings and concerns. I communicated openly and reassured them that their safety was our top priority.
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Offer Choices and Alternatives: To address their immediate anxiety, I presented alternatives such as taking a break on a calmer stretch of the river or temporarily disembarking from the raft until they felt more comfortable.
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Provide Clear Safety Instructions: I emphasized the safety measures in place, including properly fitted life jackets, trained guides, and emergency response plans. I explained that the rapids were within a manageable range of difficulty and that their safety was not compromised.
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Gradual Exposure and Encouragement: I gradually guided them through the rapids, starting with smaller ones and progressively moving to more challenging sections. I encouraged them to focus … Read full answer
Source: https://hireabo.com/job/11_1_9/Adventure%20Tourism%20Guide