Tell us about a time when you had to handle a customer complaint. How did you resolve the issue?

One time, a customer approached me complaining about the cleanliness of the locker room. I immediately apologized to the customer and assured them that I would resolve the issue. I inspected the locker room and discovered that the cleaning staff had missed a few areas. I immediately contacted the cleaning staff and asked them to prioritize cleaning the locker room. While they were taking care of that, I offered the customer a temporary locker in a different area. I also went above and beyond by personally cleaning the locker the customer was originally assigned to. The customer was impressed with the quick response and the extra effort I put in to resolve the issue. They complimented the cleanliness of the locker room and expressed their satisfaction.

A customer once came to me with a complaint about a malfunctioning treadmill. I immediately apologized for the inconvenience and asked the customer to show me the treadmill in question. After a quick inspection, I realized that the treadmill was in need of maintenance. I promptly logged the issue into our facility management software and assigned it to the maintenance team. While waiting for the repair, I offered the customer an alternative exercise machine and ensured they had a smooth experience. I also followed up with the maintenance team regularly to ensure that the issue was resolved as quickly as possible. Once the treadmill was fixed, I personally tested it to ensure it was in good working condition before notifying the customer. The customer was appreciative of my prompt response and proactive approach in resolving the issue.

During my time as a Sports Facilities Supervisor, I handled a customer complaint regarding noise levels during a basketball tournament. The customer expressed their concern about the disturbance caused to other patrons using the facility. I immediately acknowledged the customer's complaint and assured them that I would address the issue. I contacted the event organizers and discussed the noise regulations and the importance of maintaining a peaceful environment for all patrons. I collaborated with the event organizers to implement measures to reduce the noise, such as adjusting the sound system settings and informing teams about the importance of keeping noise levels to a minimum. I also scheduled additional staff to patrol the facility during the tournament to monitor and address any noise-related issues promptly. After implementing these measures, I followed up with the customer to ensure their satisfaction and to gather feedback on the effectiveness of the solutions. The customer appreciated my proactive approach and expressed gratitude for resolving the issue and ensuring a pleasant experience for all patrons.