Our Customer Service Agents need to have the ability to say no to our customers at times. How would you approach a customer who is hoping for a ticket on an upcoming flight that is sold out?

In any customer service and sales type role, the ability to say no to a customer in a professional and even educational manner is extremely important, and your interviewer will be looking to hear that you are able to do just that. On top of letting the customer know that you can't meet their need with this particular request, it is more important that you use your ability to problem solve and provide the best service possible by taking the time to search for more options for the customer. As you answer, keep this in mind.