Question

Service employees at the airlines' flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights. The first thing these employees should do is to
A. listen to the customer.
B. contact a supervisor.
C. estimate the damage.
D. provide a fair solution.
E. resolve the problem quickly.

Answer 1

Answer: Listen to the consumer

Explanation: In simple words, the employees working at the cancellation desks are the parts of customer relationship management. CRM involves interacting with the customers and providing them best service so that they enjoy a healthy experience with the organisation.

In the case of flight cancellation, the employees should listen to them properly as if in extreme cases any kind of alternative is possible then such customer must be helped.