Tell me what customer service means to you.
When an interviewer asks this question, they are trying to determine whether your view of customer service aligns with theirs. United defines its company values as its core4 service standards, which they state is at the heart of everything United does. "Safe, caring, dependable, and efficient. Every day, you connect with customers and each other." So, tie in your knowledge of the company, aligning yourself with their service standards.
"I understand through my research and exposure to your company that customers always come first. I wholeheartedly agree that the customer must be taken care of, even beyond their expectations. I will ensure that your customer service standards are continually met by following your service protocols exactly. I am always willing to lend a hand and am a happy person, which creates a positive environment for customers."
"I approach customer service by ensuring every passenger has a positive, memorable experience. That means making them feel safe, those who are afraid to fly and those who are not. Making them feel heard and cared for, and welcome aboard. That means being dependable, available, and efficient in what we do. You have to be ready to positively and sincerely connect with every one of them. In other words, you have to love what you do."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I will do whatever it takes to follow United Airlines' mission statement and protocols so that the company's customer service standards are met or exceeded. I will bring my positive attitude and will deliver trust and comfort to each of United's customers at all times.
Rachelle's Feedback
Very good answer! If you want to ramp it up, think about bringing in the United mission statement.
