United Airlines

What is the difference between good customer service and excellent customer service?

Good customer service is doing the minimum of what is required to be good service for example making sure passengers are seated. Excellent customer service is going above and beyond to put smiles on peoples face and make their lives a little easier without them having to think about it.

Tell me about yourself.

I am 24 years old and I recently graduated from the University of Nevada, Reno. I have always loved helping people out and have attained jobs in customer service and have participated in several volunteer opportunities ranging from serving less fortunate people in third world countries. Helping kids with disabilities reaching their fitness and educational goals. I really enjoy helping people succeed and knowing that I can put smiles on peoples faces.

What make you a better candidate than anyone else sitting next to you?

I am a positive person with a background in customer service for some time now and I also have a background in volunteer work working with people from various backgrounds ranging from people in third world countries, people with disabilities, and children. These experiences are what has educated me on how to handle a wide range of people with different backgrounds and accommodating to their needs.

What would you not tolerate in a co-worker?

I am a pretty easy going person so not much would bother me but if someone is blatantly rude to another coworker for no reason or trying to pick an argument when there isn't one would bother me.

What are you most proud of in your history of working in customer service?

I am most proud of watching the smiles on people's face after providing help in customer service. It makes me happy knowing that I made someone's day a little better or easier.

Do you feel your recent jobs helped in preparing you for this position?

I do believe my recent jobs have helped me prepare for this position. I used to work in food service as a waitress, hostess, and busser providing the best customer service assisting people with whatever they needed. I currently work as a receptionist and staff member for an accounting business where I am the first person clients see when they walk in our doors. I am the first person to answer questions for customers regarding their taxes or other personal needs.

why are you a good rolemodel?

I feel I am a very positive person and I like to make others feel welcome and good about themselves. I enjoy making others happy and make light of hard situations especially in times like these you never know what people are going through and it always makes me happy to make someone's day a little brighter.

Fill in the blank. I hate it when a customer ............?

I hate it when a customer is afraid to ask for help. That is my job to help anyone that needs it. I want to make sure they receive the customer service they deserve and make their lives a little easier.

Why do you feel you are qualified to be a Flight Attendant with us?

I have a background in customer service for some time now and I have volunteer experience working with all sorts of people with different backgrounds and cultures which has taught me what it is like to accommodate to different needs and what excellent customer service means

Is there anything else you'd like United to know about your qualifications?

I have a background in volunteer work. I have worked with people that have various backgrounds ranging from third world countries, people with disabilities, and children. I have worked with these people to improve their lives and living circumstances and I have developed knowledge from these experiences of what it is like to work with all sorts of people and attending to their needs.

Is there anything you would like us to know about your skills.

I have had a background in customer service for some time now and I also have various roles in volunteering ranging from helping people out in third world countries, helping people with disabilities live healthier lifestyles and helping young students learn how to read. I believe with these experiences I have a background in helping people with various backgrounds and I feel that goes in hand with being a flight attendant because you will be surrounded by people with different backgrounds and accommodating to various needs.

What awards have you received at work?

I have received awards for being a positive and helpful team player

How do you deal with the grind of your daily routine?

I make sure I am prepared and organized for the day and alert at all times so nothing is overlooked.

How do you plan to balance work and life?

I plan to work as much as I can and when I am off duty is when I will work on my personal life duties.

Why do you feel you would make a good candidate to the united airlines brand

I really like that united's motto is flying the friendly skies. I believe with my background in customer service and volunteer experience that I can contribute to that motto. I bring a positive attitude to the workplace and really enjoy helping others and making people feel comfortable in their environment.

Tell us about a difficult customer service experience? and how you handled it.

I used to work in food service a few years ago and we had a customer that came in that was under the influence of alcohol and was causing a scene inside our restaurant. I quickly contacted my manager for the safety of the customers and staff and authorities were called to handle the rest of the situation.

Explain a time when you had to motivate a co-worker or colleague?

I work for an accounting business and my coworker was very stressed out during tax season and was visibly upset. She was the one who had originally trained me for my position and I sat with her and gave her words of encouragement and offered to help her with anything she needed just to take some pressure off.

Discuss a time you had to overcome a conflict

I work for an accounting business and there was a time when a customer came in waiting for her appointment but there was no record of an appointment that was made. I communicated to my boss about there not being an appointment set up and I ended up rescheduling for her to come back the following day. I apologized to the customer for the miscommunication and she was very kind about it.

How would you solve guest problems?

I would approach the situation in a calm manner and understand where the customer is coming from and offer a solution to their problem. If they are upset I would remind myself that it is not personal and that I can do my best to accommodate their isssue.

How would you describe United Airlines and how would you represent UA as a brand.

I would describe United as an airline that unites people all over having the motto of flying the friendly skies. I would represent united with my positive and friendly attitude bringing the best customer service that I can provide to this airline to ensure that passengers feel safe and will remember this airline for future travels.

What would you do if you saw one of the employees not following the rules?

I would intervene with the employee and explain the concern over safety with them not following the rules and communicate to understand why this happened and how to fix it.

If a passenger in First Class has their laptop out and the door is shut..what do you do, say?

I would kindly ask them to store it away for take off purposes and safety. I would explain to them that they are welcome to use it once take off is over.

What would you do if a passenger tells you that he/she doesn't want to sit next to a person because of their ethnic background, other passengers hear this.

I would notify the captain of the behavior. I would relocate the person that is not requesting the new seat to a better seat so they don't have to deal with the person with a discriminative behavior. That should not be tolerated on any airline.

What is one thing you would change about yourself and why?

I would say I wish I could change my self doubt. Sometimes that gets the best of me and allowing myself to get to places I need to be.

Describe your ideal co-worker and company?

I would say an ideal co-worker would be someone who is easy to communicate and problem solve with. Someone who is professional and willing to help out if there is an issue and a company that values its workers and is there to listen to employees and be understanding of some circumstances.

What do you see as the most challenging aspect of working as a flight attendant (or another position)?

I would say the time zones. I am used to one time zone but I know I will be in various times zones when travelling so I will have to get acclimated to that.

How would you deal with a rude customer

I would stay calm and empathetic to defuse the situation. I would listen and Understand where they are coming from and offer them the best services that I can at the moment.

What is your main strength that helps you succeed in professional settings?

I'm a positive person. I have worked in environments where the atmosphere can get stressful at times and I like to be positive in those situations. Not with just myself but with my coworkers as well by offering words of encouragement and support to get through the tough times. I am also a very helpful person. I enjoy helping others get to where they need to be.

What are you least proud of in your history of working in customer service?

I'm least proud of when customers are dissatisfied. I know at the end of the day there is only so much you can offer but sometimes you will get customers who are not in the frame of mind to always be kind and at the end of the day they are the customer and sometimes it's not always personal and it may be hard to not always please everyone but know that you have impacted a majority of customers in a positive way.

Why do you want to work for united?

I've always had a positive experience flying as a passenger with united. I also enjoy helping others and have always had a job in customer service and would love to give the same positive experience attending to passengers at united.

Describe yourself as a united airlines personnel

If I were hired by united airlines I would use my previous skills in customer service to create a comfortable environment for passengers. For example: I know that flying can be an intimidating or scary experience for some passengers and I feel that my positive and empathetic personality can help passengers feel more at ease with flying and I would use my skills to accomodate any of their needs. From my volunteer experience I have also worked with individuals with special needs and there will be passengers that need specific accomodations that I would be more than happy to help with and provide.

what would I say to a passenger who refused to put their computer away a first, second and third time

If a passenger refuses to put their computer away the first time I would approach this situation in a calm and kind manner and try to put myself in their shoes and be understanding but explain to them that these are the rules for take off and landing to ensure their own safety and the safety of others and that they will be welcome to use it once take off is over. If they refuse a second and third time I would still remain calm and to not embarrass the passenger but I would be firm with them and let them know that if they cannot abide by the rules I will have to speak to a supervisor and give them a warning.

How do you feel about being away from family, friends, or beloved pets?

It will be an adjustment to get used to but this is something that I am okay with and highly interested in pursuing my future in

Tell us about a time when you experienced a rude customer?

One time during tax season we had a client call wanting to make an appointment the next day to get their taxes done but we had already booked out the following day and the earliest appointment we had was the following week. They were very upset with the time frame of when we could get their taxes done. I was very understanding with the customer and apologized to them about the time frame but explained to them that this was our busiest time of year and that was the best that we could offer.

Use one word to describe good customer service?

Positive

How would your former co-workers describe you?

Positive and kind. Always willing to help

STAR format

Situation task action result - Describe the situation -Describe the task you are given - Describe the actions you took to solve problem -Result outcome what you learned

Tell about a time where you felt that you went above and beyond the call of duty.

There was a customer that had a disability and I made sure I attended to her with ADA regulations and I made sure she was seated at a spot that was comfortable for her and helped her in and out of the doors when she came in and left.

Name a time you received great customer service?

There was a time I went to the grocery store and left my keys at the checkout stand and one of the workers flagged me down in the parking lot to give me my keys back.

Describe a time when you had to confront another employee concerning their lack of help during operations.

There was a time when I was closing at a restaurant and my coworker was not helping with closing at all and on their phone. We needed to have the place ready for the next day and I talked to my coworker and asked if everything was okay and he had explained to me he had a rough day and I was sympathetic to his feelings but still communicated with him that I needed his help to get everything done properly the next day and if there was anything he needed outside of work just to talk or vent I would be happy to.

Discuss a time you had to overcome a conflict

There was a time when I worked at a fitness center and one of the members brought their kid in during a class workout and put them in the kids lounging area. The kid kept running out to their parent while the class was going on which is a safety issue when people are working out with bigger weights and dropping them at this gym. I ended up going up to the kid and offering to play a game with them and to color to keep them distracted so that their mom could get a workout it without having to worry about her child's safety. In the end the kid was happy to play with me and the mom was happy to get a workout in.

What is a difficult situation you dealt with at your current job?

There was a time when our computer system was down and none of us could use it to get work done until it was fixed. During that time I kept busy with tasks that didn't require the use of our computers just to help keep workflow going

Describe a time where you had to make a decision at the job which you wished you had you would have done differently.

There was a time when we were super busy at the restaurant I worked at and my coworker and I decided to seat more people to make up for the waiting times but it ended up backfiring because some people that were seated ended up waiting for service longer than usual after they were expected to be served in a shorter time frame seated than waiting for a table .

what does the united brand mean to you

United means flying the friendly skies uniting people from all over with the best customer service so that it will always be a memorable airline to travelers.

Why do you think united airlines should hire you?

United should hire me because I have a strong work ethic with multiple years in customer service and volunteer experience. I enjoy creating a positive environment for people even when times are hard. I like to spread a comfortable environment for people and love putting smiles on people's faces helping them out and attending to their needs. I want United to know that I can contribute to their success as one of the leading major airlines by providing excellent customer service.

Describe a time when you went above the scope of duty to help a customer.

We had a client who was blind and needed their taxes to be done but their driver was unable to bring them to our office to drop off their tax documents so I drove to the customers home to pick up their documents instead of them having to drive all the way down.

Do you have any questions for us?

What is a general day like being a flight attendant? Is it different each time or are there certain things that are repetitive?

What tasks do you find to be the most boring and repetitive in your current job?

When I am not surrounded by people to help them

what is the meaning of professionalism

When you approach situations in a respectable manner and when one holds themself to high profession standards

Qualities that make you a candidate for this position

-Great communication skills -Positive personality -Easily Adaptable -Empathetic -Hard working -Customer service background

Describe your greatest accomplishment at work

-Helping my company expand and grow its business during tax season and maintaining the company's positive rapport with its customers

Weaknesses

-Self doubt

Describe a situation at work you wish you had handled differently?

A customer had come into our restaurant and had received the wrong order and was visibly upset by it. I had made the mistake of putting in an order wrong by accident. I offered to comp her meal and bring her the correct order but she did not want what I had offered and ended up leaving. I wish I had put in the correct order the first time but mistakes happen and at the end of the day you can only do so much.

What will you bring to this job?

A positive and safe environment for passengers. I'm a hard worker and will go above and beyond to guarantee customer satisfaction all while keeping professionalism in the work place.

United Brand

Be friendly Be Gracious Be the solution

Why united?

Besides united being one of the leading airlines in the us, I have always enjoyed the positive experience from flying with this airline as a passenger. I like their motto of flying the friendly skies and I've always felt safe flying United and I want to give that experience working for united to other passengers.

What skills are necessary to provide excellent customer service?

Communication Professionalism A Positive attitude

What do you know about us?

You guys are a major american airline carrier where your headquarters are based in Chicago, Illinois. Your purpose is connecting people and uniting the world. United's slogan is "Fly the Friendly skies"

What do you know about United?

You guys are one of the biggest airlines in the US. You have a motto of flying the friendly skies and uniting people from all over. You guys plan on reducing flying time with new jets in the future that could potentially reduce flying time by 1/2 and you have a plan at reducing emissions.

What is customer service

assisting customers above and beyond so that their experience is enjoyable and memorable.

What is your understanding of reserve?

being on call with short notice to cover cancellations or sick calls

What are united's core values

caring, safe, dependable, and efficient