Sample interview questions: How do you handle customer complaints or dissatisfaction during or after an adventure tour?
Sample answer:
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Stay Calm and Empathetic:
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Approach the situation with a composed and understanding demeanor. Remember that customers are likely frustrated or upset, so avoid becoming defensive or argumentative.
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Listen Actively and Validate Concerns:
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Give customers a chance to express their concerns without interruption. Validate their feelings by acknowledging that their experience was not as expected.
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Apologize Sincerously:
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Even if you don’t believe you or your company is at fault, offer a sincere apology for the dissatisfaction. This shows empathy and willingness to find a solution.
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Investigate Promptly and Thoroughly:
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Gather relevant information about the complaint, including specific details, witnesses, and affected parties. Document everything accurately for future reference.
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Offer Immediate Solutions:
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If possible, provide immediate solutions to address the dissatisfaction. This could include a refund, discount, or alternative tour options. Be proactive in finding a resolution.
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Communicate Openly … Read full answer
Source: https://hireabo.com/job/11_1_9/Adventure%20Tourism%20Guide