Working in the travel industry can be high-stress and performance-based, with very little room for error. The interviewer wants to know that you can handle stressful or uncomfortable situations in a professional manner. Keep your answer simple and precise. Stay away from long drawn out stories. Briefly, describe a time when you resolved a customer service issue. Highlight your ability to remain patient and rational.
"Currently, I work in a retail-based travel center and have to navigate angry customer experiences more times than I like. People who are upset want to be heard and respected. I will listen, empathize and reassure the client that I am there to support them and resolve the matter. Communication and reassurance are important throughout the process. If I need to check on flight status or get back to the customer, I will set expectations and explain when they can expect to hear back. I am proud to say that I have successfully turned around more customer service issues than anyone else in our location."
"I once was a customer service manager at a travel call center. I had many angry customer calls, but one, in particular, I remember well. The customer had booked a return flight and was double billed. She had unfortunately sat on hold with us for over 30 minutes waiting to be helped and was irate when I told her that our policy was that refunds were not immediate, but issued in 48-72 hours. She ended up getting a refund and promised never to book through that company again. I did make sure she received her refund, and I spoke with our corporate head office about the long wait times and the possibility of changing our refund policies. It was not a good situation, but I made the best of it."