How to Answer: If you were on the phone with a British Airways customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?
Advice and answer examples written specifically for a British Airways job interview.
3. If you were on the phone with a British Airways customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?
How to Answer
To get a glimpse into how you think on your feet while also providing top notch service, your interviewer is posing this tricky, but common, scenario to you. As you talk about maintaining your composure and talking to them in a friendly yet profession tone, make sure you talk about the need to abide by British Airways policies on price matching. As you answer, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as part of their customer services team, and that you would clearly communicate that policy to the customer. If you have been in a similar type of customer service situation in the past, don't hesitate to talk about how you handled that situation, as well.
Answer Example
"If confronted with this situation on the job, I would be very cordial to the customer and explain the airline's policy on competitor price matching. If the policy allowed, I would let the customer know that I would be happy to oblige their request. If policy didn't allow this, I would explain this to the customer and let them know why we have the policy in place. This would also be a great time to point out the benefits of flying with our airline so the customer knows that they are getting the best bang for their buck."