In my role as a receptionist, I've come across several challenging customer situations. My primary approach is driven by developing patience, active listening, and problem-solving skills.
One specific situation took place when a guest was upset because of a missed wake-up call. Understandably, this had led to him being late for an important business meeting. Regardless of techno errors, I believe in taking responsibility, so I first apologized for the inconvenience.
To deescalate the situation, I calmly communicated the remedial actions we'd be taking to avoid such issues in future. Additionally, I offered a complimentary breakfast service to the room as an immediate service recovery. Although the guest was initially angry, he appreciated my efforts in handling and addressing the issue. Since then, I've ensured any feedback or complaint is shared proactively with respective teams for timely resolution.