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Southwest Airlines Mock Interview

Question 17 of 39 for our Southwest Airlines Mock Interview

Southwest Airlines was updated by on January 14th, 2024. Learn more here.

Question 17 of 39

Tell me about a conflict you experienced with a customer.

"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."

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How to Answer: Tell me about a conflict you experienced with a customer.

Advice and answer examples written specifically for a Southwest Airlines job interview.

  • 17. Tell me about a conflict you experienced with a customer.

      How to Answer

      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.

      Written by Kevin Downey on February 2nd, 2023

      What You Need to Know

      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."

      Written by Kevin Downey on February 2nd, 2023

      Experienced Example

      "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."

      Written by Kevin Downey on February 2nd, 2023

      Answer Example

      "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."

      Written by Kevin Downey on February 2nd, 2023

      Anonymous Interview Answers with Professional Feedback

      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.
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