If you were on the phone with a customer that was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?
To get a glimpse into how you think on your feet while also providing top notch service, your interviewer is posing this tricky scenario to you because it will be a situation that will come up at Qatar Airways. As you talk about maintaining your composure and talking to them in a friendly yet professional tone, make sure you talk about the need to refer to company policies regarding this situation. Airlines do have different policies when it comes to price matching and while it isn't important to know the policies Qatar Airways during your interview, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as their next Customer Service Agent, 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.
"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 Qatar Airways so the customer knows that they are getting the best bang for their buck."
