Sample interview questions: How do you handle customer requests for refunds or compensation due to unforeseen circumstances?
Sample answer:
- Acknowledge and Empathize:
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Begin by actively listening to the customer’s concerns and expressing empathy for their situation.
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Gather Information:
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Inquire about the specific details of the unforeseen circumstances, including the date, time, and nature of the issue.
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Review Policies and Terms:
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Familiarize yourself with the company’s refund and compensation policies, including any applicable exceptions or limitations.
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Evaluate the Situation:
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Assess the validity and severity of the customer’s request based on the information gathered and the company’s policies.
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Create a Solution:
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Work collaboratively with the customer to find a fair and appropriate solution that aligns with the company’s policies. This could involve a full or partial refund, rebooking, or alternative arrangements.
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Communicate Clearly: Read full answer