INTERMEDIATE LEVEL

Describe a situation where you went above and beyond to exceed customer expectations.

Sample answer to the question

One situation where I exceeded customer expectations was during a flight from New York to Los Angeles. There was a family with a young child who needed special assistance due to a medical condition. I went above and beyond to ensure their comfort and safety throughout the flight. I made sure they had extra pillows and blankets, and I even arranged for a special meal that catered to the child's dietary needs. Additionally, I frequently checked in with the family to see if there was anything else I could do to make their journey more enjoyable. They were extremely grateful for the extra care and attention, and they expressed their appreciation to the airline. It was a rewarding experience to go the extra mile for a passenger and make a positive impact on their travel experience.

A more solid answer

One situation where I went above and beyond to exceed customer expectations was during a flight from New York to Los Angeles. There was a family with a young child who needed special assistance due to a medical condition. I approached them with a warm smile and introduced myself, assuring them that I would take care of their needs throughout the journey. I paid close attention to the child's dietary restrictions and ensured that the special meal I arranged for them was delivered promptly. Throughout the flight, I frequently checked in with the family to see if they required any additional assistance or if there was anything else I could do to make their experience more comfortable. I also made sure they had extra pillows and blankets to ensure their child's comfort. The family expressed their gratitude for the exceptional service and care they received, and they mentioned specifically how my attention to detail and situational awareness made a difference in their journey.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details about the candidate's communication and interpersonal skills, as well as their attention to detail and situational awareness. It shows how the candidate approached the situation with a warm and welcoming attitude, paid close attention to the child's needs, and regularly checked in with the family to ensure their comfort. However, it can still be improved by including more information about the candidate's problem-solving skills and adaptability.

An exceptional answer

One situation where I went above and beyond to exceed customer expectations was during a flight from New York to Los Angeles. There was a family with a young child who needed special assistance due to a medical condition. As soon as I became aware of their situation, I approached them with empathy and understanding. I took the time to listen to their specific concerns and needs, ensuring that I fully understood how to provide them with the best possible support. I proactively gathered information about the child's dietary restrictions, allergies, and medical requirements, and I collaborated with the in-flight team to create a personalized plan for the family. Throughout the flight, I consistently communicated with the family, making sure they were comfortable and addressing any concerns they had. I also remained vigilant and paid attention to any changes in the child's condition or behavior. When the child started to feel restless and uncomfortable, I quickly arranged for additional pillows and blankets to create a cozy and calming environment. Additionally, I utilized my multilingual abilities to interact with the child and entertain them in their native language, easing their anxiety and making the journey more enjoyable. The family was extremely grateful for the exceptional level of care and attention they received, and they commended me for my professionalism and dedication. This experience not only reaffirmed my commitment to providing excellent customer service but also highlighted the importance of adaptability, problem-solving, and the ability to think on my feet.

Why this is an exceptional answer:

The exceptional answer takes the solid answer to a higher level of detail and provides a deeper insight into the candidate's problem-solving skills, adaptability, and ability to think on their feet. It discusses how the candidate approached the situation with empathy and understanding, proactively gathered information, collaborated with the team, utilized their multilingual abilities, and ensured the child's comfort and entertainment throughout the flight. The answer demonstrates a strong customer service orientation and showcases the candidate's ability to exceed customer expectations by going above and beyond their responsibilities. The only area for improvement would be to provide more specific examples or metrics to quantify the impact of the candidate's actions. For example, mentioning how the family's positive feedback led to a commendation or a higher customer satisfaction rating.

How to prepare for this question

Think about past experiences where you went above and beyond to exceed customer expectations. Prepare specific examples and details to showcase your skills and problem-solving abilities.
Reflect on your communication and interpersonal skills, as well as your attention to detail and situational awareness. Consider how these skills have positively impacted customer experiences in the past.
Familiarize yourself with the job description and requirements, particularly the skills and qualities expected of a flight attendant. Highlight how your experiences align with these expectations.
Practice articulating your answers in a clear and concise manner. Focus on storytelling and emphasizing the positive outcomes of your actions.
Consider the importance of adaptability and willingness to learn new procedures and skills in the role of a flight attendant. Brainstorm examples that demonstrate your adaptability and ability to handle various in-flight situations.

What interviewers are evaluating

Customer service orientation
Attention to detail and situational awareness
Communication and interpersonal skills