Southwest Airlines Mock Interview
Prepare for 39 Southwest Airlines interview questions covering customer service, LUV culture, and operational scenarios.
Question 34 of 39
Tell me about a conflict you experienced with a customer.
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"There was a very agitated man who lashed out with some rather erratic and aggressive behavior. But I quickly realized that this was a defense mechanism, and they were afraid of flying but were too macho to admit it. So, I came up, held their hand, and told them to close their eyes as the plane took off, and I talked to them softly about what was happening at each step upon take-off, and what the pilot was doing, and all the safety measures in place, and how well equipped our jets are, and just kept talking them through it. After we were in the air a bit, they sighed and smiled and thanked me, and suddenly they were okay. I kept checking in on them, and when they disembarked, they said they were no longer afraid of flying and thanked me."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I just last week dealt with a particularly confrontational customer who I realized had probably had too many drinks at the airport bar before taking off. They were belligerent and created a scene. I sat down next to them, listened to them, and gave them a sympathetic ear. Soon they noticed how kind I was and started apologizing, telling me I wasn't the problem, then venting about a bunch of nonsense. I kept asking questions about where each of their emotions and sentiments was coming from, and then they started telling me their life story and crying, and soon they fell asleep. I moved the surrounding people to business class for free so this person wouldn't disrupt anyone else. I later let the airline take care of the rest."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Travel can be difficult for many people, especially those who experience anxiety or have a fear of flying. Therefore, those in the industry regularly encounter customers who are more challenging than others. So this question explores your customer service skills specific to mediation and conflict resolution. When answering this question, share an example where you successfully calmed a customer in such a situation and turned the situation around.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Bob Jordan, Southwest Airlines Chief Executive Officer, says, "The biggest thing that makes us 'us' is our People, and the unique and unrivaled Hospitality they deliver. No one has a Heart for service like the People of Southwest Airlines. No one." They accomplish this through their core values: "Have a strong work ethic. Take initiative. Be accountable. Act like an owner. Choose to do right. Be courageous. Don't take yourself too seriously. Keep perspective. Don't be a jerk."
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Anonymous Answer
We were working a flight out of Diego Garcia for the State Department. Everyone had assigned seats. I was working in business class and one passenger failed to show up. One of the passengers in my section asked me if that person did not show up could his partner be moved to that available seat. I consulted with my purser who acknowledged that it would be ok to move them after we reached cruising altitude. When we moved the passenger to the empty seat, the woman sitting at the window complained to me that she was enjoying her social distancing until I moved someone next to her. I informed her that someone was assigned to that seat originally and they had not shown up and my purser had consented to the passenger being upgraded. I apologized if this upset her. I then offered her the first choice of meals since sometimes we run out of one choice that may be preferred over another so that she wouldn’t have another disappointment on the remainder of the flight. She was happy that I catered to her needs in this way.
Marcie's Feedback
Good job using the STAR method here to describe the situation, your task/actions, and the end result. It sounds like you thought quickly on your feet and kept the customer's satisfaction in mind. Consider giving more details about the demeanor you maintained and the tone of voice you used during this interaction.
Anonymous Answer
At my last job, I was the last person the customer would see. You always had to be diplomatic with the customers, listen to why they were upset, and try to explain why and how it happened.
Jaymie's Feedback
When interviewers ask behavioral or "tell me about a" questions, they usually want you to share a story or example. You can check out more details about the topic at this link https://www.mockquestions.com/articles/Interview Types/Master Behavioral-Based Interviews Using The Star Method/
Try to share a specific story showcasing your customer service, communication, emotional intelligence, conflict resolution, and problem-solving skills.
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