British Airways Customer Service Agent Mock Interview
Practice 21 British Airways Customer Service Agent interview questions covering passenger handling, cabin scenarios, and service excellence.
Question 5 of 21
Talk about a time you had to deal with an unreasonable person in the workplace. How did you handle that situation with ease?
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Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
Travelers can often be very unreasonable to deal with for the British Airways staff, and your interviewer needs to hear that you would have a calm approach to handling unreasonable customers. Whether a customer is experiencing a major delay that requires a change of personal plans, or a customer is traveling for a life altering reason, you need to approach them with empathy and professionalism no matter what your interaction with them brings your way. The example you share can be from an experience with a colleague, manager, or customer, just make sure that you can explain your approach with the unreasonable customer by setting the stage for the situation and explaining how your actions provided a positive outcome.
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"Having worked in the food industry at an early age in high school, I learned lessons pretty quickly on how to deal with unreasonable customers. One shift, when I was working as the night lead, we had a very angry customer from our drive through who came into the store after receiving his order. He was berating our cashier, and having heard this from the kitchen area, I immediately went out to try and calm the situation down. He demanded that he receive a full refund for his order because the meal he had ordered had ketchup on the sandwich, and he wasn't aware of that. I explained to him that while our drive through menu did explain all condiments on the sandwiches, I'd be happy to have another sandwich made for him at no extra cost. While he still mumbled a few extra words after that response, I know he got the point that he was being very out of line towards our staff for his mistake, and he apologized to our cashier after receiving his new sandwich. In any situation like this, it is important to maintain a professional approach, even when someone is out of line."
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