Delta Air Lines Customer Service Agent Interview Questions | Glassdoor

Delta Air Lines Customer Service Agent Interview Questions

Updated Jul 30, 2017
166 Interview Reviews

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  1. Helpful (68)  

    Customer Service Agent Interview

    Anonymous Interview Candidate in Los Angeles, CA
    No Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. I interviewed at Delta Air Lines (Los Angeles, CA).

    Interview

    I just went through the online interview. It was very easy, thanks to glassdoor. Seriously, all the questions were here, so I got to prepare myself to answer them. Even the order of the questions were the same!

    Interview Questions

    • Give an example of a choice you made to go above and beyond what was expected of you to satisfy a customer or client's needs. What was the situation? What actions did you take, and what were the results?     Answer Question
    • Describe a time when you had to deal with someone who was difficult, upset, or distressed. What was the situation? What actions did you take and what were the results?   Answer Question
    • Describe a time when you had to work as part of a team to accomplish a task or goal. What was the situation? What was your role? What actions did you take and what were the results?   Answer Question
    • Give an example of a time where you were in a high stress or high pressure situation. What was the situation? What actions did you take and what were the results?     Answer Question

  2. Helpful (27)  

    Customer Service Agent Interview

    Anonymous Employee in Los Angeles, CA
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 5 days. I interviewed at Delta Air Lines (Los Angeles, CA).

    Interview

    Hirevue online interview was nerve wracking. I've provided the interview questions I was asked VERBATIM and in the order in which I was asked. I recorded my hirevue interview so I was able to play it back and type the questions and also critique myself. Good luck to everyone applying.

    Interview Questions

    • Give an example of a choice you made to go above and beyond what was expected of you to satisfy a customer or client’s needs. What was the situation? What actions did you take? And what where the results?   Answer Question
    • Describe a time when you had to deal with someone who was difficult, upset, or distressed. What was the situation? What actions did you take? And what were the results?   Answer Question
    • Describe a time when you had to work as a part of a team to accomplish a task or goal. What was the situation? What was your role? What actions did you take? And what were the results?   Answer Question
    • Give an example of a time where you were in a high stressed, or high pressured situation? What was the situation? What actions did you take? And what were the results?   Answer Question
  3.  

    No Offer
    Positive Experience
    Average Interview

    Interview

    240 then 120 multiple choice questions. Application form. Then request to digital interview. Left it two days. No offer due to enough temps already accepted. Invited to apply for other positions.

    Interview Questions

    • Explain how you dealt with a distressed customer in a role you have held previously. State your situation, action and results.   Answer Question

  4. Helpful (18)  

    Customer Service Agent (Ready Reserve) Interview

    Anonymous Interview Candidate in Milwaukee, WI
    No Offer
    Positive Experience

    Application

    I applied online. I interviewed at Delta Air Lines (Milwaukee, WI).

    Interview

    As described, I was invited to perform a video interview, then asked to do a face to face interview. This second interview is taking place at the airport I would be working at, should I be offered and accept a position with the company.

    Interview Questions

    • Give an example of a choice you made to go above and beyond what was expected of you to satisfy a customer or client's needs. What was the situation? What actions did you take, and what were the results?   Answer Question
    • Describe a time when you had to deal with someone who was difficult, upset, or distressed. What was the situation? What actions did you take, and what were the results?   Answer Question
    • Describe a time when you had to work as a part of a team to accomplish a task or goal. What was the situation? What was your role? What actions did you take and what were the results?   Answer Question
    • Give an example of a time where you were in a high stress or high pressure situation. What was the situation What actions did you take and what were the results?   Answer Question

  5. Helpful (2)  

    Customer Service Agent (Ready Reserve) Interview

    Anonymous Interview Candidate in New York, NY
    No Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 2+ weeks. I interviewed at Delta Air Lines (New York, NY) in July 2017.

    Interview

    I am still going through the process, but wanted to share before I forget. I applied online which included doing 2-3 assessments asking questions about what would you do in scenario xyz, agree or disagree with personal opinions (i.e agree or disagree? Success is determined by who you know, not what you know). After completing those, I got a message that I passed and would be contacted if they wanted to go to the next step with me. A few days later I got an email stating that I moved onto the next phase and they'd like to have me submit a video interview. The video interview is done through HireVue and is pretty simple. You login from the email, it gives you a question, you have 30 seconds to prepare and then it records your response which you have 3 minutes to give. 6 questions total.

    Interview Questions

    • Name a time you had to work in a challenging team environment

      Name a time a co worker was no holding up to brand standards. What did you do & how did you handle it

      Name a time you had a stressful situation with a customer or someone in your work or school and how you handled it & what the outcome was

      Name a time when you were distracted from your work and had to switch your priorities with no notice and how did you handle it

      Explain a situation when you had to quickly meet a deadline without sacrificing the quality of your work. How did you handle it and what was the outcome

      Explain a situation when you were encouraged to ignore company policy by a coworker or customer. How did you handle the situation and what was the outcome   Answer Question

  6. Helpful (1)  

    Customer Service Agent (Ready-Reserve) Interview

    Anonymous Employee in New York, NY
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. I interviewed at Delta Air Lines (New York, NY) in July 2017.

    Interview

    Did the online interview first which was in March and a month later got emailed for the f2f interview but because interview spots fill up quickly, you have to be on top of your email so you can respond quickly. Unfortunately the first time they emailed me I responded an hour later and was told that spots were filled and they'll contact me again when the oppurtunity presents itself again. Fast forward 4 months later (July) I get the email again! I immediate replied and the next day I got the confirmation email saying that my spot was secured for a f2f email. You watch a few videos while you wait for someone to interview you and don't be nervous they're really nice. They want you to use STAR format so practice that! And you'll be all set to go. Got the job on the spot..

    Interview Questions

    • Name a time where you had to deal with a customer who was very upset?   Answer Question

  7. Helpful (32)  

    Customer Service Agent Interview

    Anonymous Interview Candidate in Detroit, MI
    No Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 3 weeks. I interviewed at Delta Air Lines (Detroit, MI) in March 2017.

    Interview

    I applied March 23rd, did my HireVue interview March 29th and received an email today (3/31/17) at 6:57 pm for a f2f interview request. I am worried because I didn't reply until 7:33pm because I was in the middle of cooking dinner and didn't see the email right away. I know replying 35 minutes later doesn't sound bad, but I have heard people on here say that you have to be quick because it's first come, first serve. I pray I replied in time. Has anyone else had a f2f interview? If so how long after re)receiving the request did you apply? I'm so nervous! I applied for DTW (Detroit).

    Interview Questions

    • The questions are to be answered in STAR format (YouTube is your friend in researching this technique!)   4 Answers
  8.  

    Customer Service Agent Interview

    Anonymous Employee in Kansas City, MO
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. I interviewed at Delta Air Lines (Kansas City, MO).

    Interview

    Interviewed with the supervisor for the position. I originally interviewed for a baggage handler position but was recommended to the upstairs customer service manager for an interview during the following week

    Interview Questions

    • Give an example of a time you've had to deal with conflict on the job.   Answer Question

  9.  

    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. I interviewed at Delta Air Lines.

    Interview

    Star Method! You will be asked about 5 or 6 questions and you will need to be repetitive because you are given the same question in a different way. Stand out!

    Interview Questions


  10. Helpful (3)  

    Customer Service Agent Interview

    Anonymous Employee in Nashville, TN
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. I interviewed at Delta Air Lines (Nashville, TN) in May 2017.

    Interview

    Interview process was just as I read online: apply online, assessment, application, video interview, in-person interview. Very competitive, be prepared, know your stuff, know the company, and plug it in the interview. They told us thousands of applied and only a dozen selected for interviews. Bring your "A" game.

    Note, they will require you to answer questions in STAR format (situation/task, action, result) during the in-person interview, so be prepared and do this for your video interview as well. Regarding STAR, they want to know about you, how you handle and respond to a problem, not your colleague or boss.

    Video interview seemed normal, usual customer service questions. As I read on here, the hiring process does take a while. I applied in March, had the video interview 2 weeks later, and in-person interview almost a month later, job offer later that day. I got an email for the in-person interview: with a morning and afternoon slot on that day. You will need to print out your application and bring it onsite, they will use it during the interview. Hint, from the beginning work the room, make conversation with fellow applicants and staff. Show them you're great with people. Remember their names and use it in conversation, when normal.

    In-person interview stage began with half a dozen of us in a meeting room for an icebreaker, brief PowerPoint presentation, and (2) videos about the company, role, and benefits. Ice-breaker: your name, where are you from, professional background/work experience, and first place you want to fly to with Delta. Hint: Speak confidently, poised. Be prepared to pick a city where they actually fly to, know the brand and the destinations. There were several Delta managers there, very professional and happy. They took us one by one to have our individual interviews.

    Bring multiple copies of your resume and cover letter, at least two, to present to interviewees. Questions were randomly selected again, they asked me (3) from their list. Typical customer service questions, one was the same from my video interview. They want you to answer in STAR format. Questions took about 10-15 minutes. Use the time after to make a friendly and organic conversation to sell yourself. Why you want this job, why you love Delta (insert Delta knowledge and how you relate to their goals.) Do your homework about the brand and be shameless when plugging it in the conversation. Separate yourself from the others and show you came prepared, care, and will represent Delta well. Know what they do in the community, know their service policy, know their history, and etc. Hope this helps you nail your interview!

    Interview Questions

    • Paraphrased - dealing with a difficult customer, answer in STAR format   Answer Question
    • Paraphrased - time you made a decision without supervisor input, answer in STAR format   Answer Question
    • Paraphrased - time you took constructive criticism, answer in STAR format   Answer Question

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