Sample interview questions: How do you handle customer disputes or disagreements regarding travel arrangements?
Sample answer:
Handling Customer Disputes and Disagreements
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Listen attentively and empathize: Acknowledge the customer’s concerns, let them fully express their perspective, and demonstrate understanding and empathy.
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Gather all necessary information: Collect details about the dispute, including dates, bookings, communication history, and any supporting documentation.
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Identify the root cause: Determine the underlying issue causing the disagreement to help resolve it effectively.
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Explore options: Discuss possible solutions with the customer, considering their preferences and the feasibility of each option.
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Negotiate a mutually acceptable compromise: Work together to find a solution that addresses the customer’s concerns while protecting the business’s interests.
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Document the resolution: Keep a detailed record of the agreed-upon solution and any necessary actions to prevent similar issues in the future.