General guide to dealing with passengers on board Emirates, Etihad or Qatar

During the final interview, you may be asked how you deal with your customers. When answering this customer service type question, you must give an example using the STAR approach and then show how you could do the same for Emirates, Etihad or Qatar if you were offered the cabin crew role.

The purpose of customer service on board Emirates, Etihad or Qatar is to promote a positive image of the airline, to create an enjoyable customer experience for the customers, ensuring their needs are met, promote loyalty so that you have retention of guests and ensuring customers pass on positive feedback to others.

What is the key to success in customer orientation? Emirates, Etihad and Qatar have all focussed on a range of interpersonal skills. The cabin crew is the first person / first contact with the airline that the customer meets so being a cabin crew means you will need to ensure your image, presentation, kind, friendly approach and positive attitude can create a long lasting first impression to the customer. If they are faced with a crew member who pretends not to see them and walks down the aisle quickly and disappears into the galley, appears not to care and the passenger will make a mental note of it.

Being a service deliverer for the airline, you must create that good first impression. You do not get a second chance to make a good first impression.

You must always be professional despite difficult situations such as being under pressure, multi-tasking, call bells ringing and busy times.

So what interpersonal skills should you use to enhance the customer orientation? All three airlines insist on oral, written and non-verbal communication skills (body language), questioning skills , active listening skills, decision making skills, problem solving skills and team working skills.

Using these in your example will ensure you have answered the customer satisfaction question well, and go beyond that extra mile for the customer..