Delta Flight Attendant Interview Prep Latest Update Graded A+

Delta Flight Attendant Interview Prep Latest Update Graded A+ Why Delta? "Delta has strong core values of honesty, integrity, respect, perseverance, and servant leadership. Our Rules of the Road define who we are and provide a solid foundation for Delta's culture." Delta's values of honesty, integrity, respect, perseverance and servant leadership are a perfect fit for me. I strive to be a part of a dignified company such as Delta. I know that I would be a valuable addition to the company as well as a perfect example of it's values. S.T.A.R Format S - Situation: Detail background. Where? When? T - Task: Describe the challenge. What needed to be done? Why? A - Action: What did you do? How? What were your actions? R - Results: Explain the results. Accomplishments? Recognition? How do you define exceptional customer service? Exceptional customer service means that you go above and beyond what the member expects, you take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had. Essentially I put the customer at the center of what I do. As long as that is at the forefront, we will find the best solutions and provide premier customer service to our customers. You notice you are missing items you need for your inflight service. Requesting these items will delay the flight. What do you do? Understanding it could be costly, it is important to get the customers to their destinations timely as guaranteed, however; assuring the customers are aware the flight is being delayed by 10-15 minutes is a sure way of maintaining customer loyalty and customer satisfaction. You definitely don't want to tell them "we are delaying the flight due to an inventory shortage" Ladies and gentlemen, on behalf of our captain and the rest of the crew. I'd like to welcome you about to Delta airline flight 1978, with nonstop service to Santiago, Dominican Republic. Señoras y señores, en nombre de nuestro capitán y el resto de la tripulación, les damos la bienvenida a bordo del vuelo 1978 de la aerolínea Delta con defina a Santiago, República Dominicana. The approximate flight time will be three hours and forty-two minutes. We look forward to insuring this journey with us today is as pleasant and carefree as possible. El tiempo de vuelo estimado será aproximadamente tres horas y cuarenta y dos minutos. Esperamos que, con nuestra colaboración, este viaje de hoy sea lo más agradable y placentero posible. The captain has turned on the fasten seat belt sign. If you haven't already done so, we ask that you stow you carry-on luggage underneath the seat in front of you or in an overhead bin. El capitan ha activado el dispositivo de cinturón de seguridad. Le rogamos que, si aún no lo ha hecho, coloque su equipaje de mano debajo del asiento delantero o en el compartimiento superior. If hired what is something you would do in your everyday role? -Be early to check emergency equipment -Have briefing with captain and crew members -Help passengers board at gate with luggage and boarding passes-Inform passengers of safety requirements -Reassure passengers if flight is hitting turbulence -Care for passengers offering the best customer serves -Assist passengers paying special attention to children and special needs people leaving the plane Most challenging part of being a Flight Attendant and how would you handle it? -Adjusting to a variety of time schedules due to different flights, but I know through dedication and routine. I can easily change my scheduling. Skills that a flight attendant must have? -Calmness and control -Empathy -Teamwork skills -Cultural Awareness -Adaptability -Attention to detail -Learn on the fly Why do you think some passengers take their frustrations out on Flight Attendants. Even though we're trying to help them? -Some customers are uncomfortable with flying -Or had difficult day getting through security or have other issues and just need to vent. + When a customer needs to vent to me at my current job I just listen attentively to the problem about the product. Solve the issue by finding a product that better fits their needs to calm them down. What do you say to someone who wants to sit with their family? -I would do my best to honor their request. -If its not possible I would see if I could at least set them in the same row. Describe your best and worst sales experience? What are some methods you use to motivate your team? Main responsibility's of a Flight Attendant? What is the importance of the uniform? -The uniform not only brings service members together but also represents Frontiers brand to commitment and service to their customers. -Allowing the public to recognize crew and cabin members You hear two coworkers gossiping about another coworker on the plane. You are pretty sure passengers can hear what they are saying. What do you do? I am a genuinely respectful person. I show respect to everyone I come in contact with including my coworkers as well as my customers. If I were to over hear two coworkers gossiping about a fellow coworker on the plane, I would go to my coworkers and advise them that they are speaking loud enough for our passengers to over hear their conversation. I would then remind them that every person on our flight deserves respect and hope that they find it in their hearts to discontinue their conversation or take it to a private area of the plane. What do you do if two passengers are arguing while you also need to get items from the front of the plane? My job as a flight attendant is to ensure that the flight that I am working goes and smoothly and safely as possible. If I hear two passengers arguing on a flight, even if I have other obligations such as getting items from the front of the plane, my first action would be to try and resolve the issue with my arguing passengers. I would go to the two passengers and listen to them both express their issue.. I would then do everything that I can to satisfy their needs. After resolving the issue, I would then continue on to getting those needed items from the front of the plane. Give us an example of a choice you made to go above and beyond what was needed to satisfy a customer. What was the situation? What actions did you take and what were the results? OR question could be stated as follows: "Describe a time when you displayed a high level of effort and commitment towards performing your work. What was the situation? What did you do and what was the outcome? " Name a time when you had an issue with a coworker. How did you handle it, what was the outcome? o Situation: I worked as a camp counselor this past summer, and during that time a colleague approached me and told me that I was not showing enough appreciation towards him despite his many appreciative acts towards me. o Task: I immediately took his words to heart because I personally knew that I was an appreciative person and that whatever he may have sensed from my behavior may just be a misunderstanding. I decided that I needed to set up a time during my day off to sit down with him and discuss what he had meant and apologize for what I may have said and done wrong. After all, being a camp counselor demands that your physical and emotional wellbeing is intact for the children you will be working with. o Action: So, I sat down with my colleague and had an hour-long discussion, touching on the fact that I was hurt by what he had said and asking questions on how he perceived my behavior towards him. o Result: In the end, I came to understand that he is a person who is sensitive towards the actions of others. So, while others pay perceive my behavior as comical he is more inclined to take offense. We made amends, my apologizing and his understanding that I was in the wrong. They asked if I was the lead FA and one of my crew didn't want to do their job, how would I handle it? o Situation: The lead Flight Attendant and one of my crew did not want to do their job.o Task: Have a talk with the lead Flight Attendant about why they do not feel motivated to work and take appropriate steps afterward. o Action: Communicate to the colleague that they have a responsibility aboard the aircraft; upon which there are many customers as well as fellow colleagues are relying. Motivate them by reminding them that they are not working alone, that we are a crew and we are better with all members of the crew rather than just some. If this still does not work, take action to report their behavior. o Result: The lead Flight Attendant does his/her job/gets reported to the captain or the current supervisor. Describe a time when you exceeded a customer's expectation. o Situation: I was working at the circulation desk at my college library and a patron approached me having found another patron's ID. As a college student, I understood the difficulty one would face if they had lost their ID, especially on a weekend. IDs give you access to your dorm building, library materials, and pay for your food on campus. o Task: I knew that I had to inform the patron that his ID had been found and a convenient means of retrieving it.o Action: I searched his name in the college database and sent him an e-mail informing him that I had found his ID. I also included a few words of encouragement to motivate him during the tough exams week that everyone was experiencing. o Result: "Thanks so much, I can't believe you took your time to write this beautiful email. I was having a rough time and was pretty depressed, but to see how nice people like you can be really made my day. Again, I can't thank you enough for being a great person. Have a wonderful rest of semester!!!"