PARK 4, TN
First contact: Automated machine. Chose “manager on duty.”
Answering phone: Male.
API: Stated question.
Staff: We have guides there to encourage and assist and help you out. It is a self-guided course, but we do have guides there to help you along.
API: OK.
Staff: So if you freeze up, you yell “guide, guide, guide,” and that prompts more than just normal interest in you being there, and they immediately come and help assess the situation and see what we can do to help you get through where you’re at. We have ways to help you move through the course, but if it’s something we can’t help you through with normal intervention, so to speak, and you need to come down, then we can lower you from the course at any point.
API: Great, thanks.
Staff: If you do need to be lowered, it does void the rest of your time you have left on your ticket.
API: OK, sure. So worst-case scenario if I do freak out I can get helped off the course.
Staff: We all gather a bunch of sticks and whack at you like a piñata and see if you’ve got change in your pockets…
API: Ha ha ha!
Staff: Ha ha, so once that’s all over with. No, I mean we really do our best, and most of the time the main thing is just to relax. We really try to bring a calm sense to the situation and help you see what your obstacle is while you’re having a hard time and help work your way through it if you’ll let us. And if you’re not prepared for that and just want to be done, we’ll of course respect that and let you be done.
API: Well, thanks so much for explaining it. I’m a little afraid of heights so it’s just nice to know that if I do need to be lowered I can, once you knock all the change out of my pockets of course. Ha ha!
Staff: Ha ha ha! Exactly! Honestly, we want to help you do things you didn’t think you could do. We have a very encouraging nature because it is fun and extremely safe the whole way. Your fear is really the biggest obstacle.
API: That’s nice to know. Thanks again!
Rating: 9
Comment: Patient, personable, and full of reassurance. I’m ready to go!
PARK 5, CA
First contact: Female.
API: Stated question.
Staff: OK, so um, we wouldn’t do a full return, which I know is ideal, but we would offer you a partial voucher if you wanted to try again or you could give it to a friend.
API: Awesome, thanks! But how do I physically get down?
Staff: So we do have devices on all of our platforms that will descend you down.
API: Do I have to do it by myself?
Staff: Oh no! We have two guides that go with every group as well as, we call them our ground support, and there’s always one or two people on ground support, so you definitely wouldn’t have to do it alone.
API: Great. Good to know!
Staff: Of course. And then when your friend sets up the reservation you may want to request your guides, and I would probably request Bob and Tim, because they have a really great tendency of making people comfortable with what they’re doing. You will feel super comfortable with them.
API: That’s fantastic to know, thanks so much!
Rating: 8
Comment: A little vague at first, but a strong finish.
