Passengers' luggage is overweight, how should the customer service staff solve it? (Lufthansa interview questions)

Problem description:

The checked baggage allowance for ordinary passengers is 20KG, but the checked baggage for an international student who is about to take an international flight is nearly 1 1KG! At this time, she called you for help as an airline customer service staff, hoping you could help her solve this thorny problem.

How will you solve and deal with this problem?

Ps: Because it is a role-playing form, I will continue to ask questions according to your's answer, hoping to simulate the interview truly.

Analysis:

The cost of the overweight part

Calculate the receivable price of the overweight part, then let him check it all, and then let him pay for the overweight part at the destination (he should be rich when he gets home)

Sign a temporary contract with him to stipulate the consignment amount of the overweight part and the latest payment period. , in duplicate, one for the airline, one for him, and a copy of his identity document for the back.

This is the method I can think of at present, which may not be the best, but I think it is feasible. I can't think of any reason for the interviewer to reject it. However, I don't know much about the aviation industry, and I haven't even been on a plane. The interviewer is an insider, maybe he won't veto it, but maybe they will put forward some other suggestions to make this method more perfect.

The most important thing is to put your mind right and treat the interview as a normal communication with others. Don't have "What if I'm not hired?" Always smile and be polite, because most foreign-funded enterprises prefer polite employees. In a relaxed situation, you can think about the interviewer's questions more comprehensively, so that your answers will be more satisfactory to the interviewer and your calm attitude will be more acceptable to the interviewer.

For your future planning, you can explain it in an orderly and targeted manner, which is more or less unimportant, but not too general or too verbose. Generally speaking, it will make people feel that your planning for the future is not thorough, and it may just be for the interview. Long-winded words will make you feel disorganized and confused. Moreover, in the whole interview process, if you want the interviewer to show your calm side, don't wait for the interviewer to say hello to the question. This will make people feel that you are erratic and do things without thinking. You can think a little, organize your own language and answer questions clearly, which will also show your stability.

Finally, you can ask the interviewer about the specific job content of the position you want to apply for, because the initial recruitment may be incomplete. You can ask whether the company has any training programs, regular training, whether you can participate, or the promotion mechanism of the company. These questions can make your interviewer feel that you are very interested in the job you are going to get. Never ask questions about wages and benefits at the beginning, which will make the interviewer very disgusted.