Dazed767 From United States of America, joined May 1999, 5509 posts, RR: 51 Posted (12 years 12 months 3 days ago) and read 2092 times:
I got in the mail today a letter saying I was invited to join a group interview for customer service for Southwest. What should I expect from this group interview? Any advice would be great, just so I don't screw this up Thanks!
AAgent From United States of America, joined Mar 2001, 560 posts, RR: 14
Reply 1, posted (12 years 12 months 2 days 23 hours ago) and read 2020 times:
I can't tell you about Southwest's group interview, but I can tell you about the group interview at American Airlines. Group interviews are quite nice actually. They ask you questions something like, "Tell us about a time you had a customer, co-worker or manager loose their temper with you. How did you react and what did you do to resolve the problem?" Each person in the interview answers the same question. If possible, I would suggest that you do not set on either end of the group as the questions tend to start at one end or the other. By sitting elsewhere it gives you an extra few minutes to think about the question while others give their answers first. Make sure that you look your very best. Besides the obvious things like clothing and hair, I would suggest that you use some type of tooth whitening system such as "Natural White 5 Minute tooth whitening system" sold at Wal-Mart for about $9.00, unless of course you'd prefer to spend the extra money to have it done by a dentist. Remember, this is your one and only chance to make a positive first impression. You will be compared to everyone else in many different ways, both objectively and subjectively. Be prepared and you will do fine.
Av8trxx From United States of America, joined Nov 2001, 657 posts, RR: 6
Reply 3, posted (12 years 12 months 2 days 18 hours ago) and read 2012 times:
My friend is a trainer on the counter for SWA in SAN. She had this to say:
"In a group interview dress in a suit. If you are a man you do not have to wear the whole shabang, but wear a nice button shirt w/tie and slacks. While we are famous for our unique casual style, do not play that up for an interview. Applicants in shorts & T-shirts don't get second interviews. No gum either. Show us you want the job by looking the part. Get a haircut or trim too.
In the group interview always smile and make eye contact with the recruiters and your fellow interviewies. They will ask you to tell them about yourself and what you do or a hobby. They sometimes have you all sit in a circle and pick a question out of a bowl. Once you pick your question they give you about 5 minutes or so to think of an answer. After 5 minutes they will go around the circle until each person answers his/her question. They want to see you how you interact with others. They will have you talk to the person next to you and after 5 or ten minutes have you tell somthing about that person."
Myself, I used to do ramp interviews. The group process is similar for F/As, CSAs & Rampers. Often, you will only get one chance to anwser a question and make an impression. (If your suit is conservative, spice it up with a bright tie.) Try your best to be very outgoing and the most gregarious of the bunch. Be friendly with the other applicants. It shows how easily you get on well with others. Don't be surprised if you are watched from the moment you arrive and not just when doing the interview. This is nothing but a meet & greet to see who they want to get to know better- who they will call for one on one interviews.
Think of all your job experiences that could provide a basis for a question. Such as "tell me about":
when you had a conflict with an employee/employeer. when you had to do a group project a work.
when you went the 'extra mile' for a customer.
the most difficult part of your job.
when you had to learn a new task at work.
your most rewarding experience at work.
Be sure to always reply to such questions in a "ST.A.R." format. Or rather "Situation/Task, Action taken, Resoloution". This gives each question a storylike frame with a beginning, middle & end. Always end on a positive note. Even if your situation or task was not resolved favorably to you, be sure to say that YOU LEARNED SOMETHING FROM IT! In their notes, they must write down all 3 parts of your anwser. Each interviewer is looking for "ST.A.R" responses to questions, so if you can give them what they want clearly & articulately, that's half the battle. I often had to repeat questions to drag each part of an anwser out of an applicant. You do not want them to have to do this.
It's also a good idea to send a thank you/note of appreciation to the interviewers afterward.
Knowing all about SWA is a good idea too. Go to their homepage and read the history section. Also, you can check out the company intranet page at ifly737.com