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Customer Service

Identifies candidates who recover a service failure without over-promising, treat every passenger equally under time pressure, and refuse a request without escalating it.

20 tests to choose from. They cover the same ground, so any one of them works.

Customer Service 1

Opens with: A passenger with a nut allergy was told a special meal would be loaded and it is not on board.…

14 min · 18 questions Start

Customer Service 2

Opens with: The cabin was not cleaned before boarding and passengers are pointing out the mess. What SHOULD…

14 min · 18 questions Start

Customer Service 3

Opens with: At the end of duty you are writing up a complaint you dealt with during the flight. What SHOULD…

14 min · 18 questions Start

Customer Service 4

Opens with: On an overnight flight a passenger finds that her seat will not recline at all. What SHOULD you…

14 min · 18 questions Start

Customer Service 5

Opens with: A passenger who was given the wrong meal now finds that his screen is dead as well. What SHOULD…

14 min · 18 questions Start

Customer Service 6

Opens with: A passenger working on a laptop finds the power socket at his seat is dead. What SHOULD you do?

14 min · 18 questions Start

Customer Service 7

Opens with: A passenger tells you a crew member snapped at her during boarding. What SHOULD you do?

14 min · 18 questions Start

Customer Service 8

Opens with: A passenger says he will post about the flight online unless you do something for him. What SHO…

14 min · 18 questions Start

Customer Service 9

Opens with: Passengers board expecting the hot meal ground staff described, and only drinks are loaded. Wha…

14 min · 18 questions Start

Customer Service 10

Opens with: A passenger's walking stick comes out of the locker bent and unusable. What SHOULD you do?

14 min · 18 questions Start

Customer Service 11

Opens with: A complaint cannot be settled before landing and the passenger has a tight connection. What SHO…

14 min · 18 questions Start

Customer Service 12

Opens with: A passenger says a crew member made a remark about her size when bringing an extension belt. Wh…

14 min · 18 questions Start

Customer Service 13

Opens with: A passenger refuses every alternative you offer after his meal choice runs out. What SHOULD you…

14 min · 18 questions Start

Customer Service 14

Opens with: A passenger stands in the galley filming the crew preparing the service. What SHOULD you do?

14 min · 18 questions Start

Customer Service 15

Opens with: A passenger tells you that your apology means nothing to him. What SHOULD you do?

14 min · 18 questions Start

Customer Service 16

Opens with: An angry passenger demands to speak to your manager right now. What SHOULD you do?

14 min · 18 questions Start

Customer Service 17

Opens with: A passenger who paid for a seat with entertainment finds the headphone socket does not work. Wh…

14 min · 18 questions Start

Customer Service 18

Opens with: A passenger spills his own drink in turbulence and tells you it is the crew's fault. What SHOUL…

14 min · 18 questions Start

Customer Service 19

Opens with: A passenger asks you to write down your name and crew number so that he can report you. What SH…

14 min · 18 questions Start

Customer Service 20

Opens with: A passenger with a broken recline demands cash compensation before landing. What SHOULD you do?

14 min · 18 questions Start