Universal Orlando Mock Interview

Practice 25 Universal Orlando interview questions covering guest experience, theme park operations, and team collaboration.

Question 11 of 25

At Universal Orlando we do everything we can to reduce wait times for our rides. During peak hours, the wait times can still be up to one hour. How would you handle a customer who was really impatient and angry while waiting in line?

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Rachelle Enns

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.

No matter the industry, you will always come across customers who are impatient, do not like to wait, and act as a disturbance to others. Do you have any training in customer dispute resolution? Perhaps you have handled a situation like this before? Assure the interviewer that you are capable of professionally, and maturely, handing a situation like this.

Rachelle Enns

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 had my fair share of customer dispute resolution from previous roles in retail and restaurants. When a customer is impatient, angry, or an overall disturbance I will politely ask them to calm their voice and have a productive conversation with me so that I can help them to achieve what they want. This generally diffuses the situation."

Rachelle Enns

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 I cannot calm an upset customer down, I will call my supervisor or security - depending on the severity of the customers' actions. If I were the manager and could not calm the customer down, I would ask them to leave. I understand that the customer comes first; however, not at the cost of an enjoyable environment for other visitors."

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