DELTA FLIGHT ATTENDANT INTERVIEW

How do you define exceptional customer service? - Answer-Great customer service is having thorough knowledge and experience of one's field in order to best help and serve a customer. In order to do this, the employee must put their selves aside and choose to listen and value the person in from of them more than themselves and attend to their needs in the best and most timely manner. I want to always aim to meet and surpass expectations every time. Please describe a situation when you demonstrated initiative and took action without waiting for direction. What was the situation? What actions did you take and what were the results? - Answer-customer confused/upset due to language barrier, took charge and spoke with her myself and made exception in a refund policy knowing that it was possible that I may have to cover the cost myself but that the issue at hand was not the customer's fault. I wanted to value their experience over the temporary frustration it may cause in the office knowing that honoring the customer will bring them back in the future in turn growing the business even more. Tell us about a time when you had to work with someone with a difficult personality. What made this person difficult and how did you handle it? What were the results? - Answer-negative, complainer, disrespectful. try to give positive insight and perspective, act in example 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? - Answer-While working in a small snow cone shack there was a time when we had a busy day and ran out of ice cream for what we call snow shakes. We had 3 customers in a row order a snow shake and I did not want to continue to turn them down. While asking my coworker to take care of the rest of the line and asking the customers to wait a minute, I ran to the grocery store next door and got a couple tubs of ice cream and ran back. I was able to fulfill the needs/wants of the customers quickly. Tell us about a time when you worked on a team with someone who did not do his or her share of the work. What was the situation? What actions did you take and what were the results? - Answer-There have been multiple times in school group projects where members in the group either don't do anything at all or wait until the last minute to finish their part of the project causing us to not be fully prepared for our presentation or due date. During these situations I have had to look at the bigger picture and realize that rather than getting frustrated and waiting it out, it is better to fully prepare myself and make sure everything is in place just in case others do not follow through with their responsibilities. I have learned that when working in a team it is inportant to encourage my team and spur them on to continue well but also to treat the work like it is all my own work and be diligent to complete with excellency whatever task it is we have been given. T