If a customer approached you with a question or request that you weren't sure how to respond to, what would be the next steps you would take?
Looking to dive into your ability to problem solve, your interviewer will be looking to hear that you would be quick and resourceful on the British Airways team, while continuing to provide great service to the customer. Describe the upfront and honest approach you would take with your customer while setting a timeline for finding them an answer. Then, explain the steps you would take to find the right person with the answer. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer.
"In my current role handling incoming calls to our business, I am often asked questions that I don't know the answer to. In these situations, I let the customer know that I will get them in touch with the best person to answer their question and get on doing so right away. I let them know that if they get a voicemail, they can leave a message and the call will be returned shortly. In these situations, it is important that I know our staff, their expertise, and their daily schedules to be able to get customers in touch with the right person. In this role working for a much larger airline, it will also be important that I know the staff well and the types of colleagues best suited to answer customer questions. I would let the customer know that I am unable to answer their question, but that I want to make sure it gets answered, and I'd work quickly to contact the right person for the answer."
