How would you calm an irate passenger that would not take no for answer?

How to Answer
Answer Example

Working as a Ticket Agent will require providing assistance to customers from all over the world in all frames of mind. Every once in a while, a customer won't hesitate to take their frustration out on you. For this question, your interviewer will be looking to hear that you have the skills necessary to keep a tough situation from becoming even more detrimental to you and the people around you. If possible, answer this question by providing examples of your customer service and relationship building skills while highlighting your ability to use critical de-escalation techniques like remaining calm, listening, sympathizing, and apologizing.

"I would remain calm and professional, keeping in mind that I represent the company at all times. I would calmly listen to the passenger so they have a chance to be heard and then would do my very best to assist them in a timely fashion. Should I be unable to solve their issues, I would immediately get in touch with my supervisor or a more experienced colleague, should my supervisor be unavailable. In my current job, I had to handle a very disgruntled client who came into our office claiming we sold a faulty product that caused quite a bit of damage to his vehicle. Because of the customer service training I have received, I remained very calm and carefully listened to what he was saying. When he was done, I set forth a plan of action to get him in touch with the manufacturer of the product to see what could be done, and the customer was happy with that approach. I know that my ability to hear him out and remain calm helped diffuse that situation."

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How to Answer: How would you calm an irate passenger that would not take no for answer?

Advice and answer examples written specifically for a Ticket Agent job interview.

22. How would you calm an irate passenger that would not take no for answer?

How to Answer

Working as a Ticket Agent will require providing assistance to customers from all over the world in all frames of mind. Every once in a while, a customer won't hesitate to take their frustration out on you. For this question, your interviewer will be looking to hear that you have the skills necessary to keep a tough situation from becoming even more detrimental to you and the people around you. If possible, answer this question by providing examples of your customer service and relationship building skills while highlighting your ability to use critical de-escalation techniques like remaining calm, listening, sympathizing, and apologizing.

Written by Ryan Brown on January 26th, 2021

Answer Example

"I would remain calm and professional, keeping in mind that I represent the company at all times. I would calmly listen to the passenger so they have a chance to be heard and then would do my very best to assist them in a timely fashion. Should I be unable to solve their issues, I would immediately get in touch with my supervisor or a more experienced colleague, should my supervisor be unavailable. In my current job, I had to handle a very disgruntled client who came into our office claiming we sold a faulty product that caused quite a bit of damage to his vehicle. Because of the customer service training I have received, I remained very calm and carefully listened to what he was saying. When he was done, I set forth a plan of action to get him in touch with the manufacturer of the product to see what could be done, and the customer was happy with that approach. I know that my ability to hear him out and remain calm helped diffuse that situation."

Written by Ryan Brown on January 26th, 2021

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