I think all the advice remains the same, there is a lot on this very thread, if you go back a bit.
She needs to just be herself and go along armed with lots of examples of when she has given good customer service and how she has helped customers in the past.
This is the theme of the new business plan, hot off the press;-
June 10 sees the launch of our airline’s new business plan.
This sets our course for the next five years, and everyone across the airline has a part to play in this exciting new leg of our journey.
At the heart of the plan is a new vision for BA – “to be the most admired airline across the world’s key cities.”
This puts the spotlight firmly on how our customers view us, and underpins our renewed focus on them.
Our brand and levels of customer satisfaction have been hit by the turbulence of the downturn. We need to put that right and show our customers why they should fly with us. It’s that focus on the customer that makes this business plan so special.
As you can see it is focused on the customer and that is really all she needs to do in her interview. Examples of her giving great customer service are important because that is how the interviewer knows that she puts her knowlege into practice.