US Airways Interview questions. Flashcards
Why are you interested in becoming a Flight Attendant?
I’m interested in becoming a flight attendant because I am interested in making a life style change to a more spontaneous work schedule, I’m flexible and able and willing to relocate. I’m also looking to utilize my 6+ years of Customer Service. I’m also an aviation enthusiast and for the past two years I’ve been taking flight lessons. As you can see this job fits my skills and interest.
Are you willing to Relocate? If so how will you handle the changes?
YES. I will handle it with flexibility and it will give me the opportunity to get to know a new city/place and meet new friends.
Tell me about a time you had a conflict with a coworker.
Just before I was promoted I had tension within my team member. I had been given more responsibilities and was effectively acting as the relocation coordinator in the office.
However my team member did not want to discuss the project with me, but instead wanted to deal directly with a senior manager.
I invited my team member out to coffee, and asked her how she felt about our project and what she was expecting to get out of it.
I found out that she was worried about giving up ownership of the project and didn’t like working on team (delete: that her role would not allow her to work her development needs which included flexing her communication style during meetings and taking ownership of a report section.)
I explained to her that it was not my intention to take over the project, but in order to complete the project we both needed to collaborate to achieve the objectives of the project.
The situation was resolved by working out a plan of action that met both of our needs and the result was a successful project and a solid team.
( delete?: I resolved the disagreement with maturity and it ended with a speedy resolution that did affect my work.)
Tell me about a time you received good customer service.
I was on vacation and went to New York City.We stayed at the Eventi by Kimpton Hotels. The lady behind the desk, Lisa was so nice and went out of her way to help us in whatever we needed. That day, the weather was very bad, causing many flights to be cancelled for days, and we ended up with a blizzard.
She over heard us talking about the blizzard as we were about to leave the hotel and she got us a cup of hot tea to drink, and went behind her desk to grab a couple of umbrellas for us to use until the storm had passed.
She made us feel like she really cared about us and that we were her guests–even though it was a big-chain hotel. That is why we keep going back year after year. That’s the secret to great customer service. The exceptional customer service brought me back to this hotel year after year.
Tell me about a time you dealt with a difficult customer and how did you handle it?
Well I was on this one flight as a fellow passenger when I worked for Independence Air, and some customers that came onboard they were upset because it looked like coffee or soda stains on the seat, and the lady was wearing light pants and she tried to motion the flight attendant while she was preparing the cabin.
The flight attendant didn’t see the passenger and the passenger looked like she was about to cause a “scene” because she felt ignored.
So what I did was I introduced myself as an employee of the airline and asked how I could be of assistance to her. I retrieved a napkin that I had in my bag and wiped the seat down.
The passenger said the seat still felt sticky. I got out an antibacterial hand wipe and tried wiping the seat down with that. Although the stain wouldn’t come out all the way, the customer was very happy that I was doing the best I could for her and was ultimately satisfied.
Before the flight was over, I asked one of the flight attendants if they could make a note to the cleaning crew to ask them to clean up the seat so that it wouldn’t affect any other passengers.
What do you think is the primary responsibility of a flight attendant?
Safety. Passenger service and comfort are second. As a vol. firefighter I understand the importance of being safe, and making sure other people are safe as well, and in combination with my 6+ years of customer service making people feel comfortable comes natural to me.
Name a strength you possess and tell me why you feel it is a strength.
Commitment. I’m a very punctual person and I take commitments seriously. I’m very careful about how I schedule my time and make it a point to keep my obligations.
Tell me of a time when you failed on a task, what happened and how did u solve the problem?
Well I was working on a move for one of my customers, and we had packed her household goods into a container since she was moving to Asia. We had sent the container to the port of departure a day earlier than planned in order to avoid any potential delay.
However, later that day the customer contacted me and asked for her belongings to not be sent to the port just yet because she thought that she might not be relocating as planned. I made the customer aware that the container of her household goods was already at the port. I apologized on behalf of the company and let her know that the company would retrieve them at no additional cost to her.
Because the container was already at the port, I alerted my supervisor of the situation. It was up to me however to figure out how to bring the container back to my company’s warehouse without incurring in any additional charges.
I had to make many arrangements among the port, the movers who would be retrieving the container from the port, and the warehouse employees.
The end result was that I brought the container back to the company’s warehouse on the same day without any problems or delay. The next day, the customer gave the a green light to send the container back out to the port and the move was ultimately successful.
Although to some agents, it would have been fine if the container stayed at the port since the customer ended up relocating anyway, the level of service I provide is that the customer is always right and expectations should always be met.
What is your weakness ?
I always strive for perfection, I try to hard and take to long to make sure that things are perfect.
