A common Emirates Final Interview Question: Tell me the best customer experience you have given

Before we even think of an answer to this question in relation to your own work experience, let us explore a little first.

What is Good Customer Service?

I would say is to ensure the customer is satisfied with the service or product offering and any other components of the purchasing process.

The core elements that make up good customer service are:

1. Product awareness - Having knowledge of the company’s products is vital to success. If you know your company products well, you are able to help customers make the best choices for them. Imagine you want to buy a new camera in a department store, and the salesman was able to tell you the benefits, features and performance of the different models within your budget. By being informed on your product offering, you become a trusted advisor for the customer and he or she will respect your knowledge and assistance.

2. Efficiency - A promt response scores highly with customers. Beaten productivity goals, cut down queueing times.

3. Problem Solving - Fixing their problems are part of essential customer service. If you work in a retail store at the mall, then helping a gentleman find a suitable graduation shirt is fixing a problem if he does not know where to start. So the flow is: Help find the product they want, and do your best to have them leave the store very pleased.

4. Attitude - A confident, friendly and positive attitude is highly valued. Greeting with a smile, friendly hello and show engaging attitude.

Now you are ready to outline your own example to the recruiter that demonstrates how you gave good customer service. Make the story interesting, make sure you slow down and pause after each point. Never speak in a monotonous tone, vary your pitch when telling your story, keep it to a minute or minute and the half. The story should finish with a nice ending and perhaps a smile from the recruiter.

We run “one on one” courses by Skype, FaceTime or Facebook on how to answer these type of questions at the Final Interview Practice session.

Customer service questions are often the key area at the final interviews of Emirates, Etihad & Qatar so prepare well to answer them.