Originally Posted by 737opsguy
travellin*lite*years, yes the ground crew days are slightly different from the CC days. On the Ground Crew days they focus more on the customer service aspect of the role and what experiences you have had in this area. I think that they do some group work to identify those people who are clearly about to work as part of a team and interact well with others. Those who are able to accept the ideas of others but also confidently present their own opinion.
I think that there is a scenario section at one stage where they put you in a specific situation and have a role play session to see how you are able to interact with a customer who's expectations may not have been met (ie: generally upset).
thanks for the heads up, 737opsguy. I have a fair amount of exp in customer service but i am so nervous about this interview, i am just worried i wont perform well on the day
.
does any one have any suggestions for the scenario section of an unhappy customer?
i would generally answer that i would listen to the customer's concerns, be sympathetic to them and try to do what i could to meet their satisfactions and rectify their concerns. thats the approach i take in my current job, but would this be too flexible for
VB? because i understand that they can't give in to every single demand of a customer?
eeek!