The interviewer wants to see if you can balance the agency's need to protect payment revenue with the long-term value of a customer, and whether you know when to escalate instead of deciding alone.
Acknowledge the client's value, explain the fee policy calmly, and show that you would escalate goodwill requests with evidence rather than waive charges on your own authority.
Start by saying plainly that a sale saved through a waived fee is only worth something if the client stays with you, and that goodwill has a price tag you should not invent on your own. Explain that your first move is always to protect the client relationship by listening fully, showing you understand the frustration, and then walking them through the policy in a calm, neutral tone, not a defensive one. From there, say that your default is to look for legitimate wiggle room, such as a rebooking waiver or a partial credit, before ever suggesting a full cancellation charge be dropped. Make it clear that you would never unilaterally waive a fee, because your authority has limits and your supervisor may see the bigger picture, like a repeat corporate account or a pattern of bookings that makes an exception worthwhile. Frame escalation as a service step, not a surrender: you tell the client you will bring their history and the specific circumstances to your supervisor, and you commit to following up within a set time. That way you show you are on their side while still respecting the agency's rules and your own position.
Some Filipino candidates over-apologise and say "Sorry po ma'am, ako na lang po magbabayad ng fee" just to avoid conflict, which is neither realistic nor professional. Instead say, "I will check with my supervisor if we can offer a goodwill adjustment based on your booking history."
Situation
In my practicum, a repeat client wanted to cancel a booking and was upset about a small cancellation fee, even though the policy was stated on the invoice.
Task
I had to decide whether to escalate the request to my supervisor and how to protect both the agency's income and the client relationship.
Action
I reviewed the booking record and confirmed the fee was valid, then I told the client I would ask my supervisor for a one-time goodwill waiver because of her history with the agency. I documented the request and presented the facts to my supervisor without pushing for a specific outcome. My supervisor approved a 50% reduction in the fee as a compromise.
Result
The client accepted the reduced fee and later booked a new trip, and I learned that goodwill decisions should be based on client history and policy, not on how loudly the client complains.
Goodwill is valuable, but it should be granted consistently and with approval, not automatically for every complaint.
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