Scenario Flashcards
How would you respond if confronted by a frustrated customer?
S: Dealing with frustrated customers is a matter I frequently have to deal with working in a community centre. The best method I have found for doing so is always to hear and validate the customer’s concerns. For example, one instance where this has occurred was a customer complaining to me that the other parents and children were not sharing the football facilities with her own son, despite the fact that they had all paid to use them and each had a right to do so.
T:
A: To handle the situation, I made sure to actively listen to the complaint, reinforcing this through body language such as eye contact and nodding. Afterwards, I apologised to the customer, indicating that I would speak with the other parents to acknowledge her concern. After spending a few minutes mitigating the situation, I finally managed to get both parties to come to a mutual agreement, using positive language to both as a thank you to work together. Once the problem had been resolved, both clients were satisfied and still continue to use the sport facilities at the centre to this day
R:
