Upon receiving feedback about the problem, I believe there are a few ways of looking at the situation to solve the problem.
Since Junior is new on the job, I should have guided him on the things to say to guests when rejecting them for the ride when teaching him his roles. In addition, reminding him that donning on the uniform of the park would be equivalent to representing the company will ensure that he controls his emotions instead of flaring up at the guest, who is annoyed at the situation and not the individual. Furthermore, I should have apologised to the guest and explained the situation instead of replying him curtly when he was going to lodge a complaint. This may have led to the issue being resolved instead of letting it escalate to higher management.
Another method would be to suggest to the guest that there are other rides available for the family to take with the toddler as we have their safety in mind. Guests would usually be more understanding of the situation when safety comes into consideration.
After all, we as service professionals want them to enjoy the park, and not leave with grudges or unhappiness.
200 words.
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Hi Jovin
ReplyDeleteYou have shared some valuable insights into handling a heated complaint, the need to apologise, manage curt and abrupt emotions and staying on task as a means of service recovery. I am glad to see that an alternative offer for a child -friendly ride was factored in to make sure service was delivered according to safety measures of the park. Yes, always aim to keep the guest happy!