Sample interview questions: How do you handle last-minute changes or cancellations for customers’ travel plans?
Sample answer:
Handling Last-Minute Changes or Cancellations for Customers’ Travel Plans
- Acknowledge the situation promptly: Reach out to the customer as soon as possible to empathize and understand their concerns.
- Explore options together: Discuss with the customer their preferences and potential solutions. Provide flexible alternatives, such as rebooking or cancellation with minimal fees.
- Communicate clearly: Keep the customer informed of progress and updates. Explain any restrictions or penalties in a transparent and comprehensive manner.
- Negotiate compromise: If adjustments are unavoidable, work with the customer to find a mutually acceptable solution that respects their needs and the terms of the service provider.
- Reassure and document: Confirm the agreed-upon changes or cancellations in writing for clarity and record-keeping. Provide the customer with peace of mind and avoid misunderstandings.
- Handle refunds effectively: Process refunds in a timely and accurate manner, in accordance with company policies and industry standards.
- Maintain professionalism: Throughout the process, maintain a polite and understanding demeanor, even in stressful situations. … Read full answer