Choice Hotels

  www.choicehotels.com
  www.choicehotels.com

Interview Question

Desk Clerk/Reservationist Interview

Give an example of a time a when there was a difficult

  situation with a customer and explain how you were able to resolve it.
Answer

Interview Answer

1 Answer

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it was common to deal with irrate customers but one particular customer was so difficult that several other representatives had hung up on him or refused to help him ....I was able to keep a clear head and continue to help him in a kind and professional manner until I was able to get to the core of his problem....everyone else, including myself though he was wrong, but after some investigation into this account, the customer was right and was deserving of a credit to his account...I was not only able to issue his credit but he wrote a commendation letter to the home office of the company about how I handled his situation. He was ready to cancel his account and in the end I was able to re-sign him to a new two year contract. No matter how difficult a customer is, even if they are wrong, they deserve to be treated with a kind professional manner.

Interview Candidate on Apr 15, 2012

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