안녕하세요.
궁금하넷 지식답변 팀 입니다.
궁금하신 내용에 대해서 답변을 드립니다.

항공사 채용 면접에서 서비스에 관련된 질문이 최소 1-2 질문은 꼭 받게 됩니다.
그리고 면접에서는 좋은 추가 점수도 받을 수 있는 기회이기도 하니까 철저히 대비를 해야됩니다.
고객응대시 채용담당자가 지원자로부터 원하는 자세가 있습니다.
다음의 예시답변을 잘 읽으셔서 핵심 자세를 익히는 것이 이 질문 파악의 키포인트이니 참고해보세요!

Q. “Give an example of a time where you made an extra effort to serve a customer/patient’s needs who was unhappy.“,
Q. “How would you demonstrate your ability to deliver great customer service to our customers?”

Example1)
Mrs. Smith, a regular guest at our hotel, checked in with her niece and twins. We were not informed that infants would need sleeping cots, so arrangements were not made and we had only one cot available.
I spoke to our manager and explained the situation. We had ordered a new cot in a single day, so I made sure the room was well organized, along with complimentary toys and blankets and a baby seating program.
Mrs. Smith and her niece were both very grateful, and my manager also praised my efforts.

Example2)
A woman stood near the shelf with perfumes, looking confused. I was standing behind the cash register but there were no customers demanding my attention, so I decided to leave my place and walked to the woman.
She was concerned about vegan friendliness of the perfumes, whether they were tested on animals, and whether they contained any animal products.
I carefully studies each bottle she considered, and found two vegan options–which wasn’t easy to do, because you had to understand what different ingredients meant. But I had the knowledge, and helped her.
She was extremely happy, and I also felt good that I went above and beyond for the customer.

Example3) 서비스직 경험이 없는 지원자 답변
This is my first job application in customer service, aviation, so I haven’t had a chance yet to deliver an excellent service to the customers.
But I understand what it means, to deliver such a service. It means to pay our attention to every move and gesture of the customer, to basically read from their lips, to try our best to make them have flawless in-flight experience.
And more than anything else, they should feel welcome and receive seamless service while on the plane.
I understand how crucial it is to deliver such a service in this competitive landscape. I will always try to meet their expectation.

Example4)
I recall my job in a call center, first line of technical support. As you can imagine, many people who called us lacked any technical knowledge, and could not even describe the problem they experienced.
I always stayed patient, and, with the help of targeted questions–asking them about different lights and signals on their devices, explaining everything clearly, helped them to identify the problem. Then I either addressed it directly, or, if it was more difficult, I forwarded the customer to level 2 support.
I believe that this was an excellent customer service, and I also got great ratings in our internal system from the customers.
Many of them were upset and unhappy when calling, but our interaction was so positive that they still gave me great rating.
I believe this demonstrates my ability to deliver great customer service to your customers.

Example5)
I have a lot of experience with working in a busy restaurant, place full of people from morning to evening. And the place was often understaffed.
As you can imagine, it was tough to not let the customers waiting for too long, to actually meet their expectations.
But I always tried my best. I ran from tables to kitchen and back, having a great system in my work, always serving guests in an order in which they arrived to the place, minimizing the waiting times.
Many customers appreciated my effort, tipping me generously. And while I enjoyed their recognition, I also knew I had to change my place of work.
It was just too exhausting, and the manager refused to hire another waitress to help me out. So here I am, applying for a job in your place.

질문 답변 참고해보시고 에미레이트 항공 면접 질문, 팁 네이버에 검색하시면 많이 나오니 검색해보시기 바랍니다^^

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