yoddle
is cool
Hello. I'm currently applying for Heathrow-based cabin crew with Qantas, and these are my draft answers to the questions, please pass opinion before I submit? Way too long? The second one isn't even compulsory and i wrote shitloads.
Please provide a personal example of when you have delivered excellent customer service.*
I got my management shirt on Friday wohoo.
Please provide a personal example of when you have delivered excellent customer service.*
What characteristics do you think make a great team player?I was acting as the Service Supervisor on duty one day when i was approached by a woman at the service desk who noticed several errors in price and scanning on her receipt. We went through the receipt and the groceries she had purchased together, and it became clear that the Service Cashier who had handled her transaction had made several mistakes, causing the customer to be overcharged considerably. I apologised profusely and promised to speak to the Service Cashier in question, then promptly refunded the charging errors. As she was leaving she noticed that she didn't have a certain product that she'd purchased in her bag. After both looking around for it for a while, we decided that she must have left it in the car and I thought little more of it. Hours later when I was cleaning the the Service Department in preparation for close of trade, i unearthed the customer's missing product. I knew her last name and attempted to find her in the phonebook (I live in a lightly populated area). Not being able to locate her, on my break I sent an SMS to my mother, who used to work with the woman in question. Mum didn't have her number anymore, either. Then about a week later her husband came into the store, and as he came through to finalise his purchases, i presented him with the product free of charge, after explaining the situation and again apologising for the inconvenience caused if they had bought a substitute product since.
There are obviously many, many traits that make up effective team players in any group of co-workers. In my experience, the most effective characteristics are (1) the possession of a good sense of humour, (2) an easy-going disposition, (3) recognition of diversity and (4) the commitment to put in the hard yards.
(1) In my years in a very customer-centric role, the best workers, managers and people i have been able to respect most are those who can maintain chirpy throughout incredibly stressful situations, and also use their sense of humour to smooth over tense situations with both colleagues and customers. Having a couple of jokesters around makes the staff's time at work enjoyable, and 99% of the time, if the staff are happy the customers will be too!
(2) There will ALWAYS, in every workplace, be those who are easily offended, easily offensive, easily stressed, easily get angry with colleagues etc, but the teammates who shine are those who can rise above the politics of the workplace and form amicable, professional relationships with their co-workers.
(3) Recognition of diversity is similar to being easy-going, as it is simply acknowledging that some colleagues and customers will always be different to you, and will do things in their own way and own time and that your way isn't necessarily the only one. You might even be able to learn new tricks!
(4) This is very simple. No one likes a deadweight in their team, and a good work ethic, attention for detail, time management skills and efficiency all come under this banner and are essential in the functioning of any team in the workplace.
I got my management shirt on Friday wohoo.