Norwegian Cruise Line Mock Interview
Practice 30 Norwegian Cruise Line interview questions covering guest service, ship operations, and brand culture.
Question 24 of 30
How would you handle a rude customer?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
When you work on a cruise ship, everything you do is customer service based. You will often come across rude individuals, which is inevitable, in the customer service game, unfortunately. The interviewer wants to know that you can handle such a situation with professionalism. Give an example of a time that you had to deal with a challenging customer situation. Be sure to include the positive outcome.
Some ways that you can efficiently handle a rude customer:
- Remain kind, polite, and pleasant
- Actively listen to their grievances
- Apologize for the situation
- Maintain a neutral tone of voice
- Avoid taking anything they say, personally
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"When I was working as a bartender, I handled many rude customers who were also intoxicated, which always adds a challenging twist! I made sure to let anything rude they said to slide off my back like it was nothing. I just kept smiling, and doing my job! I still handle rude customers this way. Smile, and move on, disallowing any hurt feelings."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have thick skin when it comes to customers. This resilience to rude allows me to remain calm kind, and polite while they unload their feelings. Also, it's amazing what a warm smile will solve when a customer is rude to your face. Try it - it's nearly impossible to be mean to someone who is smiling at you!"
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Anonymous Answer
In the beauty industry all we ever do is try to make every client happy and satisfied with the service given but not every client will be impressed or friendly. The best way to deal with a rude customer is to always keep calm, keep smiling, do your job, and not get emotional.
Stephanie's Feedback
Sounds like you've had experience navigating all kinds of customers and are skilled at giving great customer service! These skills will translate nicely into the cruise ship industry.
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