You are a customer service representative for an airline. A customer comes to your desk stating that they purchased a first-class ticket but when they checked in, they were given an economy ticket. You check your computer and see that they had bought a first-class ticket and that it was a glitch in the computer system.

Question

What will you do?
Examples of customer complaints will be presented
For each situation, explain:
Your initial reaction (What are you thinking right after you read the scenario.)
What you will say to the customer (What do you say to the customer to help diffuse the situation.)
What actions you will take (What did you do the solve the problem.)

Answer 1

Scenario: Customer Received an Economy Ticket Instead of First-Class

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Initial Reaction: Upon reading the scenario, my first thought is empathy for the customer. I understand that they likely feel frustrated and disappointed, especially after expecting the comfort and service of a first-class experience. I’m also relieved to find that they did indeed purchase a first-class ticket; now I can focus on resolving the issue.

What I Will Say to the Customer: I will approach the customer with a calm and reassuring tone. I might say something like, “I sincerely apologize for the inconvenience you’ve experienced with your ticket. I can confirm that you did purchase a first-class ticket. It appears there was a glitch in our system that led to this mix-up. Let’s work together to resolve this as quickly as possible so you can enjoy your journey.”

What Actions I Will Take:

1. Apologize and Acknowledge: I start by sincerely apologizing for the inconvenience and acknowledging their frustration.

2. Confirm Information: I confirm the details in the computer system, ensuring that I have the correct ticket information, which I already did have, confirming their first-class purchase.

3. Provide Immediate Solutions:

   • Check for Availability: I look for available first-class seats on the customer’s flight or, if necessary, on alternate flights to accommodate the customer promptly.
   • Upgrade Handling: If the desired seat is available, I will immediately process the upgrade and present them with their new boarding pass.

4. Offer Additional Compensation: Since it was a glitch that caused this problem, I would offer complimentary services such as lounge access or a voucher for food or drinks on board to help enhance their experience despite the initial mix-up.

5. Follow-Up: After resolving the immediate issue, I would ask if there’s anything else I can assist them with and ensure they are comfortable with the resolution.

6. Documentation: Finally, I’ll make sure to document the incident, including the glitch in the system, for further investigation to prevent future occurrences.

This approach not only resolves the customer’s immediate issue but also aims to repair any damage done to their trust in our service.