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Qatar Airways Customer Service Agent Mock Interview

Question 3 of 22 for our Qatar Airways Customer Service Agent Mock Interview

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Question 3 of 22

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?

"In my current role handling incoming customer 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 do 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."

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How to Answer: 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?

Advice and answer examples written specifically for a Qatar Airways job interview.

  • 3. 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?

      How to Answer

      Looking to dive into your ability to problem solve with this question, your interviewer will be looking to hear that you are quick and resourceful, while continuing to provide great service to the customers at Qatar Airways. Describe the upfront and honest approach you would take with the customer and set 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. Your ability to handle situations like this at Qatar Airways will instantly reflect your ability to provide excellent service, if hired for this role.

      Answer Example

      "In my current role handling incoming customer 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 do 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."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "In my previous role I was given the charge of reservations during the absence of staff, in that case, I was faced with questions or requests that I wasn't sure how to respond to. In such cases, I inform the customer I am unable to answer their queries right now and I want to make sure it should be answered so I take down their numbers and promise to call back then with all the answers for the queries or connect to the right person."

      Marcie's Feedback

      Nice! It's great that you've told the interviewer that you're used to handling challenging questions and requests. Can you give more specifics about one instance in particular and tell the interviewer what the difficult question was and how you successfully resolved the issue? This will further strengthen your response. Don't forget to give all the details and emphasize how you did everything possible to help the customer in a timely manner. Great job!

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