Airline Customer Service Agent Mock Interview

Practice 25 Airline Customer Service Agent interview questions covering rebooking scenarios, passenger conflict resolution, and gate pressure situations.

Question 22 of 25

If a customer approached you with a question or request that you weren't sure how to respond to, what would be the next steps you would take?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

Looking to dive into your ability to problem solve with this question, your interviewer will be looking to hear that you are quick and resourceful, while continuing to provide great service to the customer. Describe the upfront and honest approach you would take with your customer and set a timeline for finding them an answer. Then, explain the steps you would take to find the right person with the answer. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"In my current role handling incoming customer calls to our business, I am often asked questions that I don't know the answer to. In these situations, I let the customer know that I will get them in touch with the best person to answer their question and do so right away. I let them know that if they get a voicemail, they can leave a message and the call will be returned shortly. In these situations, it is important that I know our staff, their expertise, and their daily schedules to be able to get customers in touch with the right person. In this role working for a much larger airline, it will also be important that I know the staff well and the types of colleagues best suited to answer customer questions. I would let the customer know that I am unable to answer their question, but that I want to make sure it gets answered, and I'd work quickly to contact the right person for the answer."

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25Airline Customer Service Agent Interview Questions & Answers

1.Have you every had a job where you provided service over the phone? What key skills from that experience would you bring with to this role?

2.If you were on the phone with a customer that was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?

3.If hired as our next Customer Service Agent, you would be expected to train diligently on our software programs during your orientation process so you can hit the ground running. How would you rate your ability to do this?

4.Have you had any cash handling experience during your career at any point, as it would relate to customer transactions?

5.How would you describe your communication style?

6.Describe a time you had to explain something complex to a colleague or customer. How did you handle this conversation to ensure that the message was conveyed?

7.As our next Customer Service Agent, you will be expected to know many facets of our business. Have you ever held a role where knowing your business from back to front was necessary for your role?

8.At times in this role, you may be required to transport passengers via a shuttle van. Do you have a valid driver's license and a clean driving record?

9.Our Customer Service Agents often have to handle unique requests from our customers with a smile on their face. Talk about a time you had to handle a unique request that fell outside of your typical job duties. Why did you oblige the request?

10.Our Customer Service Agents help with ensuring that aircraft are prepared for flight inside the cabin. Do you have any cleaning and/or stocking experience during your career?

11.Part of this role will entail escorting passengers to and from flights in a timely manner. What interpersonal skills do you have that will make you excel in this aspect of the job?

12.Our staff are expected to withhold the highest standards of professionalism while on the job. What does being professional mean to you on the job?

13.In this role, you would be expected to come to work each shift in uniform and neatly groomed. Would you have any issues in doing this?

14.Talk about a time that you identified an area for improvement on the job in the past. How did you go about ensuring that changes were made, and why did you take this course of action?

15.Talk about a job where you had to multitask your duties each day. What did you do to stay organized and on task throughout the day?

16.Our Customer Service Agents need to know and adhere by the FAA's regulations and policies on a daily basis. Have you worked in a job in the past where adherence to local, state, or federal laws was important?

17.Safety and security are extremely important in the airport setting. How can you help foster a culture of safety for our staff and customers?

18.This position would require a background and employment verification check. Would you have any issues being subjected to this?

19.What appeals to you most about being our next Customer Service Agent?

20.Talk about a time you had to deal with an unreasonable person in the workplace. How did you handle that situation with ease?

21.Our Customer Service Agents need to have the ability to say no to our customers at times. How would you approach a customer who is hoping for a ticket on an upcoming flight that is sold out?