Stagecoach Group Mock Interview
Practice 30 Stagecoach Group interview questions covering operations, customer service, and transport safety.
Question 8 of 30
How would you handle a passenger complaint?
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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.
Public transit is, essentially, customer service. When you work with the public on this level, it's essential that you handle every situation appropriately, quickly, and with the utmost care. Bad reviews stay forever (thanks, Internet!) so it's crucial to Stagecoach Group that you handle any passenger grievance carefully.
Most people recommend taking the following actions:
- Stay pleasant, positive and professional
- Carefully listen to their issue
- On behalf of the company, give a sincere apology
- Keep neutral and avoid becoming defensive
Discuss what you would do, step by step, to handle a passenger complaint.
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.
"If faced with a passenger complaint, I would first make sure that I had a full understanding of the situation and what went wrong. I would apologize on behalf of Stagecoach Group and ask the passenger what I could do to make the situation better. There is value is making people feel heard and important."
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 worked in customer service while attending university and received a fair amount of training when it came to customer complaints. I would handle passenger complaints at Stagecoach Group with the same care and attention. The steps include stop, make eye contact, listen, repeat back, and resolve. If the situation were more serious than a general complaint, I would escalate the concern to my direct supervisor."
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