Royal Caribbean International Mock Interview
Practice 30 Royal Caribbean International interview questions covering hospitality, shipboard operations, and guest service excellence.
Question 24 of 30
How would you handle a rude customer?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
As they advertise online, your "access to guest areas will depend on your position." So encountering such a situation might prove rare, and if you aren't working in hospitality, often hearing out a customer's concerns, empathizing with them, and letting them know you will reach out to the appropriate party who can address their concern is sufficient. But look up their code of conduct and their core values, and customize your answer according to your position. Ultimately, you want to conduct yourself in such a way that preserves their reputation while taking ownership of the situation, and "strive to exercise the basic virtues of respect, dignity, courtesy."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I have thick skin. I'm resilient, and in such situations remain calm, kind, and polite, regardless of their feelings. Their feelings are theirs and mine are mine. Also, it's amazing what a warm smile will accomplish."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I would try to ignore the fact that they were being rude. If they were being abusive, I would excuse myself. But if they were just being rude, well, that's subjective, and they might not realize it. In which case, I would be courteous in return."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"When I was working as a bartender, I handled many rude customers, but that normally happened only after they were intoxicated. But that's just one circumstance. Normally when someone is rude, there's an underlying reason for it, and it rarely has anything to do with me. What's happening in me is typically that of calm, happiness, and perspective. So, I let it slide off my back. I just kept smiling, and doing my job! Smile, try to be helpful and act according to my character, and move on."
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