Sample interview questions: Can you explain your approach to managing customer expectations during situations of flight diversions or alternate routing?
Sample answer:
Approach to Managing Customer Expectations During Flight Diversions or Alternate Routing:
- Immediate Communication: Promptly inform affected customers of the situation and any anticipated delays or changes via multiple channels (e.g., phone, email, text message).
- Clear and Concise Information: Provide accurate and detailed information about the diversion or alternate routing, including the reason, estimated delay, and any available options.
- Empathy and Understanding: Acknowledge the inconvenience and acknowledge customer frustration. Express empathy and reassure them that their safety and well-being are the top priority.
- Flexibility and Alternatives: Offer alternative arrangements as appropriate, such as rebooking on a different flight or providing ground transportation to an alternate destination.
- Transparency and Updates: Keep customers updated throughout the process with regular communication, informing them of any changes or delays.
- Customer Support: Provide dedicated customer support resources, such as a helpline or ded… Read full answer