Tell me about a time when you had to handle a difficult customer or employee complaint. How did you resolve the situation?

In my previous role as a junior facilities coordinator, I encountered a difficult situation with a customer who was unhappy with the temperature in their office. The customer was frustrated and believed that we were not addressing the issue promptly. To resolve the situation, I immediately apologized for the inconvenience and assured them that I would personally look into the problem. I contacted the building's maintenance team and requested an urgent inspection of the HVAC system. While waiting for the maintenance team to arrive, I provided the customer with temporary solutions to keep them comfortable, such as offering a portable fan. Once the maintenance team identified the issue, I communicated the findings to the customer and informed them of the planned repairs. Throughout the process, I maintained regular communication with the customer to keep them updated on the progress. The issue was resolved within 48 hours, and the customer appreciated my responsiveness and dedication to resolving the problem.

In a previous position as a junior facilities coordinator, I faced a challenging situation when an employee lodged a complaint about a malfunctioning elevator. The employee was frustrated because the issue had been ongoing for weeks without a resolution. To address the situation, I immediately empathized with the employee and assured them that I would prioritize their concern. I contacted the maintenance team and escalated the issue to ensure prompt action. While waiting for the elevator to be fixed, I arranged regular email updates to keep the employee informed about the progress. Additionally, I worked with the building management to implement temporary solutions to minimize the inconvenience for employees, such as providing alternative routes and extra staff to assist with carrying heavy items. I also proactively engaged with the employee to gather feedback and address any other concerns they had. Once the elevator was repaired, I followed up with the employee to ensure their satisfaction and offered my contact information for any future issues. The employee expressed their gratitude for my responsiveness and commitment to resolving the situation in a timely manner.

During my time as a junior facilities coordinator, I encountered a difficult situation involving a customer complaint about a malfunctioning air conditioning system in a highly sensitive laboratory. The customer was a renowned researcher who relied on precise temperature control for their experiments. Understanding the urgency, I immediately took ownership of the complaint and contacted the building's maintenance team, emphasizing the critical nature of the issue. While waiting for the maintenance team's arrival, I collaborated with the researcher and their team to relocate their experiments to a nearby lab with functioning temperature control systems. This ensured minimal disruption to their work while we addressed the problem. Once the maintenance team arrived, I closely supervised the repair process to ensure it met the necessary specifications and communicated real-time updates to the researcher. I even arranged for a temporary portable air conditioning unit to be placed in their office until the repairs were completed. Throughout the entire process, I maintained open and proactive communication with the customer, providing regular updates on the progress and alternative solutions to mitigate any further inconvenience. The air conditioning system was successfully repaired within 24 hours, and the researcher expressed their gratitude for our swift response and dedication to supporting their critical work.