Customer Service

It is acceptable to sometimes argue with guests.

True

False

It is never acceptable to argue with guests.

A customer is upset with the restroom display, and begins to complain. Your response is

You say there is nothing we can do and apologize.

Ask what we could possibly do to make it better.

You apologize and say there is nothing we can do.

Get a manager.

A customer asks for a manager, but each one is busy. What do you do?

Tell them their complaint does not matter.

Ensure them that we are working to get their situation taken care of.

Ask them if there is anything you can do to help in the mean time.

Tell them you can help, you do not need a manager.

A customer asks you for help, but you are busy at the moment. You

Tell them to ask someone else.

Tell them you can't.

Tell them someone will be right with them to assist.

Tell them they can not be helped at this time.

A customer asks where the restroom is. You

Tell them where.

Tell them where and politely escort them.

Just point.

Say "over there."

A guest tries to start a conversation with you. You

Politely respond.

Tell them you are at work and can not talk.

Our guests are having a good time, but are not wearing their masks. You

DO nothing and let them enjoy their time.

Tell them put their masks on or they will be removed.

Ask them to put their masks on, as it is the policy.

Grab your mask as demonstartion.

You are to keep count of guests, so we do not go over capacity. We are currently capped, but people are at the door. You

Let them in anyway, who cares.

Tell them to leave because we are at capacity.

Explain to them why they can not get in yet, but if people leave they can.

Tell them you will not let them in.

A customer loses their mask and asks for a replacement. You

Ask why they lost it.

Tell them it does not matter.

Tell them to go find it.

Tell them to follow you and you will get them a new one.

The restroom is being cleaned, but customers are getting impatient. You

Explain that you want them to enjoy their day, not have to use a dirty restroom.

Let them in anyway, so they can use the dirty bathroom.

Ask if it is an emergency and if so, let them in.

Tell them they gotta wait.

A few guests are having a disagreement. You

Let them go at it because it is funny

Watch until it becomes physical

Start recording and yell "WORLDSTAR!"

Do your best to de-escalate the situation.

Customer Service

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