Running head: REFLECTIVE REPORT: COMPLAINT HANDLING 1
Reflective Report: Complaint Handling
Mandy Roosendaal, 2663488
Psychological Interview Skills 2: Professional Skills
Paula Francisca Cortés Montenegro, Group 33
Word count: 1087
24-01-2021
, REFLECTIVE REPORT: COMPLAINT HANDLING 2
Handling a Complaint
I opened the interview as an employee of Schiphol’s customer service. The interviewee
then explained that her flight was cancelled, and she did not know why. While she was
explaining what happened, I asked clarifying questions to find out as many details as possible.
The interviewee also explained that no one at the airport was able to provide her with more
information. As a solution, we agreed that the interviewee should get on a new flight as soon as
possible with complimentary drinks and food as compensation. The interviewee also explained
that if such a situation were to occur again, more clarity and communication from the airport
staff is needed. At the end of the interview, I thanked the interviewee and told her we would take
the information she provided to improve our service.
My first learning goal for this interview was to provide summaries at appropriate times.
Specifically, at the end of phase 2 (showing understanding) and the beginning of phase 5
(coming to an agreement). My second learning goal was to use the skill “reflecting emotions” as
I struggled with that last year.
https://youtu.be/sBTAEGhEAnc
Observations
During the interview, I gave one summary at 4:45. The summary went as follows: “So
far, I’ve understood that you had to wait very long after your flight got cancelled without anyone
telling you why. So far, you haven’t talked to anyone who could explain you a bit more about
this, and of course, you would still like to get on a flight.” Although I am satisfied with the
content of this summary, I have not achieved my learning goal yet for two reasons. Firstly, I gave
the summary at the wrong moment. The appropriate moment for a summary was at the end of
phase 2. However, I gave the summary after we already started talking about a solution (phase
4). Although the interviewee was able to indicate that I had understood her correctly by nodding,
shaking her head, and confirming my summary was correct afterwards, the timing of the
summary made the interview appear unstructured. This happened because I forgot to use the
summary, I realised this when we were talking about a solution, and I still wanted to include it. I
do think this was better than leaving it out completely, but I would like to use a summary at the
appropriate time in future interviews. Secondly, I did not use a summary at all at the beginning of
phase 5. Instead, I went back to paraphrasing. I often paraphrase at times when summaries are
more appropriate because paraphrasing comes more naturally to me. By using a summary at the
Reflective Report: Complaint Handling
Mandy Roosendaal, 2663488
Psychological Interview Skills 2: Professional Skills
Paula Francisca Cortés Montenegro, Group 33
Word count: 1087
24-01-2021
, REFLECTIVE REPORT: COMPLAINT HANDLING 2
Handling a Complaint
I opened the interview as an employee of Schiphol’s customer service. The interviewee
then explained that her flight was cancelled, and she did not know why. While she was
explaining what happened, I asked clarifying questions to find out as many details as possible.
The interviewee also explained that no one at the airport was able to provide her with more
information. As a solution, we agreed that the interviewee should get on a new flight as soon as
possible with complimentary drinks and food as compensation. The interviewee also explained
that if such a situation were to occur again, more clarity and communication from the airport
staff is needed. At the end of the interview, I thanked the interviewee and told her we would take
the information she provided to improve our service.
My first learning goal for this interview was to provide summaries at appropriate times.
Specifically, at the end of phase 2 (showing understanding) and the beginning of phase 5
(coming to an agreement). My second learning goal was to use the skill “reflecting emotions” as
I struggled with that last year.
https://youtu.be/sBTAEGhEAnc
Observations
During the interview, I gave one summary at 4:45. The summary went as follows: “So
far, I’ve understood that you had to wait very long after your flight got cancelled without anyone
telling you why. So far, you haven’t talked to anyone who could explain you a bit more about
this, and of course, you would still like to get on a flight.” Although I am satisfied with the
content of this summary, I have not achieved my learning goal yet for two reasons. Firstly, I gave
the summary at the wrong moment. The appropriate moment for a summary was at the end of
phase 2. However, I gave the summary after we already started talking about a solution (phase
4). Although the interviewee was able to indicate that I had understood her correctly by nodding,
shaking her head, and confirming my summary was correct afterwards, the timing of the
summary made the interview appear unstructured. This happened because I forgot to use the
summary, I realised this when we were talking about a solution, and I still wanted to include it. I
do think this was better than leaving it out completely, but I would like to use a summary at the
appropriate time in future interviews. Secondly, I did not use a summary at all at the beginning of
phase 5. Instead, I went back to paraphrasing. I often paraphrase at times when summaries are
more appropriate because paraphrasing comes more naturally to me. By using a summary at the
