Tell us about a time when you provided exceptional customer support.

Sample answer to the question

One time, a client contacted me with an urgent issue with their flight booking. They were stranded at the airport and needed immediate assistance. I quickly assessed the situation and found an alternative flight for them. I also arranged for a hotel stay and transportation to ensure their comfort. I stayed in constant communication with the client, updating them on the progress and making sure they were well taken care of. After resolving the issue, the client expressed their gratitude for my exceptional customer support.

A more solid answer

During my time as a travel agent, I provided exceptional customer support to a client who encountered a problem with their hotel booking. The client called me in a panic, as their reserved hotel room was not available upon arrival. I immediately contacted the hotel management and learned that there was an error in the reservation system. To ensure the client's comfort, I found a nearby hotel with availability and made a new booking at no additional cost to the client. I personally arranged transportation for the client and ensured a smooth check-in process at the new hotel. Throughout the ordeal, I maintained constant communication with the client, updating them on the progress and apologizing for the inconvenience. The client was extremely grateful for my prompt and efficient handling of the situation, and they praised my exceptional customer service.

Why this is a more solid answer:

The solid answer provides more specific details about the situation and demonstrates the candidate's customer service orientation, problem-solving skills, and attention to detail. However, it could still be improved by highlighting the candidate's organizational and planning skills, which are also required for the role of a Travel Manager.

An exceptional answer

As a Junior Travel Manager at my previous company, I once provided exceptional customer support to a client who experienced a series of travel disruptions due to unforeseen weather conditions. The client had a complex itinerary with multiple flights and hotel bookings, and they reached out to me in a state of frustration and anxiety. Understanding the urgency, I immediately started working on alternative travel arrangements. I proactively contacted the airlines, hotels, and transportation providers to explore options and secure the necessary changes. With my strong organizational skills, I efficiently managed the rebooking process, ensuring minimal disruptions to the client's original plans. Throughout the entire ordeal, I maintained constant communication with the client, providing frequent updates and reassurances. I also took the initiative to research and recommend nearby attractions and activities that could compensate for any inconveniences caused. By going above and beyond to assist the client, I not only resolved their travel disruptions but also exceeded their expectations of customer support.

Why this is an exceptional answer:

The exceptional answer showcases the candidate's comprehensive approach to exceptional customer support. It demonstrates their knowledge of travel software and online booking tools, organizational and planning skills, customer service orientation, problem-solving skills, and attention to detail. The candidate also displays their ability to handle complex situations and exceed customer expectations. To further improve this answer, the candidate could include specific results or feedback from the client to emphasize the impact of their exceptional customer support.

How to prepare for this question

Think about a time when you faced a challenging customer support situation and successfully resolved it. Focus on providing specific details and demonstrating skills related to the job description, such as organizational and planning skills.
Consider situations where you had to handle multiple tasks efficiently and manage time effectively. These skills are crucial for a Travel Manager role.
Reflect on instances where you went above and beyond to exceed customer expectations and provide exceptional customer support. Highlight the outcomes of your actions, such as customer satisfaction or positive feedback.
Review your knowledge of travel booking systems and procedures. Familiarize yourself with travel advisories, visa requirements, and other travel regulations, as mentioned in the job description.
Practice storytelling and communication skills to effectively convey your experiences and demonstrate your ability to maintain constant communication with clients during challenging situations.

What interviewers are evaluating

Customer Service Orientation
Problem-solving Skills
Attention to Detail