Working in customer service of an adventure activity myself, I don't like to criticise without cause. I ask myself... What would I have done if I was the manager?
We were expecting the park to be busy, but after the first course had caught up to the 30 minute session in front of us and joined a long queue. Realising we were going to be a while, I went to speak to the staff about skipping ahead to the next challenge (with no queue). We were told this was not possible, but they would send someone out to ease the queue. This never happened. We got stuck behind a slow moving group for 3 hours and the black course (the most challenging and one we were looking forwards to) had shut for the day by the time we got there. After the second course, I voiced my concerns again, yet no staff members were to be seen around the course.
If I was the manager, I would be sending my staff to assist participants and ensure everyone is safe and comfortable. I would give them tips on how to complete each challenge or offer words of encouragement. I would assess those looking bored or frustrated and action a plan to assist them in passing the not so confident customers.
In hindsight, we should have just skipped the second and moved onto the third ourselves. It's not like the staff would have noticed!
While the activity was fun and in a beautiful location our experience was tarnished by the lack of customer management.
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