Free American Airlines Flight Attendant Interview Study Guide Questions and Answers
- Tell me about a time that you’ve been caught in a situation and the outcome was unexpected
- Describe a time when you had to deal with a difficult costumer.
I've been in customer service working face-to-face with people for over 20 years. I deal with difficult customers on a daily basis. I don't remember a specific incident off-hand but I remain, calm, professional, and respectful while listening effectively and having empathy in order, to help them based off of the information gathered while staying in company compliance to resolve the issue and satisfy the customer.
In my 30 years as an IT manager, I had many instances where a customer (the business user) was difficult, mostly due to not understanding the IT process and being lied to about quality and timeline expectations. In addition to truly listening, I was always professional, respectful and, and usually had two different solutions I knew my IT team could complete - their ability to choose and know they’d been heard was instrumental in their relationships with all members of a project team. When I worked at Costco in customer service, I knew what I, as a customer, would want and need, and did my best to provide that to my customers before they asked.
During my previous customer service role I had to deal with difficult customer. I don’t remember an specific situation but what I used to do is stay calm, composed and organized in order for me to make professional and ethical decisions that not only resolved the issue but left the customer satisfied - Describe a situation when you had to make a decision that could’ve negatively impacted a costumer.
Spoke loudly - Tell me about a time you had to reach a goal with obstacles in the way
I was diagnosed at 7 with ADHD and throughout schooling I had trouble sitting still and maintaining focus. I didn't want to be defined by my disorder so I set myself out to become the best student I could be. I got into various activities that required my focus and discipline such as track and tennis. I enrolled in tutoring classes in subjects such as math and science to help me better prioritize and focus and in the end I challenged myself to complete AP college level courses to redefine what having ADHD meant in terms of psychological development. I ended up graduating with a 3.5 GPA and accepted into 20 Universities nation-wide.
I wasn't always the best student throughout my years of schooling. I moved out when I turned, so had to work to be able to afford rent. I worked full time and because of that, it was really hard to get the classes I needed to get a college degree. I worked 35-40 hours a week, and found a way to make it work. There were night classes available. So though it took me a lot longer, I was able to get my degree done. I was able to maneuver around the obstacle and obtain my degree through hard work and perseverance. - What qualities do you think a FA should have?
Flight attendants need poise, tact, and resourcefulness to firmly handle stressful situations and to address passengers' needs. Decision-making skills. They must be able to act decisively, especially in emergencies. Physical stamina. Compassion.
I believe that a FA must have outstanding communication skills, they should be flexible and be able to adapt to changes.
Excellent communication skills. Great customer service Decision making skills. Flexibility and adoptability - Describe your ideal workplace.
My idea workplace must include mobility, diversity, with a positive environment. Working in groups and learning new things each day.
A positive environment. A place when you leave home to go, you always have a smile on your face and vice versa. A place where you can meet people, talk to people and interact with different cultures. - What does the American Uniform mean to you?
The American uniform represents quality in both customer service and the employee life.
It means getting to be part of an ethical team who prides itself in safety. - Name a time you went above and beyond for a guest.
One time working at a restaurant a mother and her little girl came in to eat and when was time to pay the bill looking for her wallet she realize she dropped it somewhere. She started to become frustrated and nervous. So I felt sorry for both her and her baby girl and I offered her to pay the bill for her since it was just only around $25.. she was so happy and the end and couldn’t stop thanking me over n over before she left the restaurant. - Is staying in policy at your job ever inconvenient for you?
No, it is never inconvenient.
No, it is not a problem. - Tell about a mistake you made on the job and what you learned from it.
I did not pay attention on my manager when he told me to do something and it messed up my order by not paying attention but at the end on my shift I learned to pay more attention. Read 72 Interview Experiences for American Airlines from other Flight Attendants!