Real-Life Communication -- Solution
In this case, the guest services employee did the right thing by coming to get you, the supervisor, to help. You also made the right move by leading the customer away from the other guests.
Here are a few things you might want to say to the customer:
You: I'm sorry, I don't think I caught your name?
Customer: It's Mr. Smith, Bill Smith.
(Although you can tell the customer is still angry, you continue to remain calm and polite.)
You: Mr. Smith, I know you're upset about a few things, but just let me explain to you a few of the water park's regulations. First of all, John, our guest services clerk, was right when he told you about the pool's temperature. It is our policy to keep the pool at 80 F. We find if it gets much warmer than that, the water is no longer refreshing.
However, because it is so warm out, the initial shock of jumping in the water may make the temperature feel colder. I know that myself from jumping in. We'll actually go outside in a few minutes and I'll test the water, just to be sure, OK?
Mr. Smith: I guess so.
(You smile at Mr. Smith and notice he seems to be calming down somewhat. You continue.)
You: Now, as far as all the kids go, well, I don't really know what to say, other than it is the busiest weekend of the year. We do have safety regulations in place to ensure the pools don't have more than the required number of people in the pool.
I know it's busy but I can almost guarantee that within the hour, it will start to quiet down a little. Of course, the hot weather has just brought people out in droves, all with the hopes of cooling down, much like yourself.
(Mr. Smith glances out the window, looking to see if the crowds have started to thin down.)
You: However, if you're not willing to wait, I can supply you with a two-for-one guest pass for you to use again. You might want to consider coming first thing in the morning or later in the evening, however, if you want to beat the crowds.
At this point, Mr. Smith likely will have calmed down and be willing to accept your offer, as well as spend the rest of the afternoon in the water park. Good customer service and excellent people skills go a long way when dealing with this kind of situation.
George Rohman is the operations manager for a water park. He says dealing with customers is common when you're a pool manager. Although you hope to have no customers who are upset or angry, it does happen.
He says common complaints in water parks are that the water is too cold or the pools are too crowded. Sometimes, a customer might even complain about a staff member.
"If a guest isn't satisfied, you try and solve the problem," says Rohman. He adds that this sometimes requires some tactful moves. Although he says the water park may give a refund or a guest pass if it's justified, he says some guests are sometimes just unreasonable.
"Once you present the facts, it subdues the customer," says Rohman. That's why good communication skills are so important. "You have to enjoy people."