Question

An angry guest in the hotel wants to meet the senior manager for grievance reporting. As an Assistant manager, you will :

• A. Be patient and try to cool him down.
• B. Talk to him after consulting seniors.
• C. Tell him politely that senior manager is not available at the moment.
• D. Try to engage him in a long conversation.

Hint:

Dealing with angry guests or customers requires patience. Stay calm, listen attentively, and try to resolve the issue in a professional manner.

Answer 1

The Correct Option is A

In such situations, it is crucial to remain calm and composed while dealing with angry customers. The best approach is to be patient and listen to the customer's grievances, which will help to diffuse the anger. Offering solutions or referring the customer to the appropriate authority can follow once their frustration has been addressed.