Sample interview questions: How do you handle situations where a customer requests a refund but is not eligible?
Sample answer:
Handling Refund Requests for Ineligible Customers
- Acknowledge the customer’s request: Listen attentively to the customer’s concerns and acknowledge their request for a refund.
- Review the ticket conditions: Carefully review the ticket’s fare rules to determine if the customer meets the eligibility criteria for a refund.
- Explain the ineligibility: Politely inform the customer that they are not eligible for a refund based on the specific fare rules. Clearly explain the reasons for ineligibility.
- Provide alternative options: If possible, offer alternative options such as rebooking, changing the travel date, or crediting the fare towards a future purchase.
- Emphasize customer satisfaction: Express understan… Read full answer