Sample interview questions: How do you handle and resolve conflicts or complaints with suppliers, such as airlines or hotels?
Sample answer:
As a Travel Agent, handling and resolving conflicts or complaints with suppliers, such as airlines or hotels, requires effective communication, problem-solving skills, and a customer-centric approach. Here’s a detailed and considerate approach to handling such situations:
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Remain calm and composed: When faced with a conflict or complaint from a client regarding a supplier, it is important to maintain composure and professionalism. Staying calm will help you think clearly and find a resolution.
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Listen attentively: Give your clients a chance to express their concerns fully. Listen actively, empathize with their situation, and assure them that you understand their frustration.
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Gather all necessary information: Ask your clients to provide specific details about their complaint, such as booking references, dates, and any supporting documentation. This will help you investigate the issue thoroughly.
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Review supplier policies: Familiarize yourself with the terms and conditions of the supplier, whether it is an airline or a hotel. Knowing their policies will enable you to determine if any breaches have occurred and how to address them effectively.
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Communicate with the supplier: Contact the relevant supplier promptly, explaining the situation and providing all the relevant details. Keep the lines of communication open and maintain a professional and respectful tone throughout.
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