QUESTION 4 OF 30

In the air freight industry, many things are time sensitive. How would you handle a customer who did not receive their parcel on time?

Customers will become quite agitated and upset when their packages are not received, delivered on time, or when they feel a bit overcharged. How do you handle an angry or dissatisfied customer?

"I fully understand that parcels are incredibly important to your customers and I will try to be as empathetic as possible when it comes to the needs of a customer. Keeping a calm tone is always helpful when working with dissatisfied customers. I would help them to feel heard and let them know that I will help them as much as I can."

"If a customer did not receive their parcel on time, I would follow the company protocol and procedures while also maintaining an empathetic tone to the customer."

Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.

Anonymous Answer

Every parcel is important, particularly to the sender and to the recipient. I would take down as much information as I could to ensure that my company had the tools to follow up for this client. I would listen to the client with empathy and let him or her know that I understood and that I would do my best to help.

Rachelle's Feedback

Great! It seems you have very attentive customer service skills. If applicable, this is a great opportunity to discuss any customer service or dispute resolution training you have received.

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Kuehne Nagel Mock Interview

In the air freight industry, many things are time sensitive. How would you handle a customer who did not receive their parcel on time?

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30 Kuehne Nagel LLC Interview Questions & Answers