Interview questions at easyJet

1. Tell me about a time when you've resolved a problem for a frustrated customer top question

How to answer

1. About Yourself

   Think of a time when, as a customer, you had a problem with a company.

   • How did you feel?
   • How did you want to be treated?
   • Was the situation resolved to your satisfaction? If so what was done to resolve it?
   • If not, what went wrong?

   Have you had experience in the past where you helped a frustrated customer? When you were on the serving side of the table, what did you do to make a real difference to the customer and their experience?

   When considering this question, focus on your principles and your approach. You know that when customers are made to feel neglected and unimportant, they tend to get frustrated. You want to demonstrate to the hiring manager that you have the capacity to understand the customer’s problems and issues and can come up with a solution that best addresses their concerns.

   Of course, this may not always be possible in your line of business or profession, but I guess you see what I mean - showing full attention greatly improves your chances of mitigating the situation.

2. About The Company

   Every company relies on customers.

   Research the company you are applying to and try to find out what their standards of customer relationship or service are, as well as try to find out some real cases where the customers complained about the company, and what the company did to mitigate the situations (a possible source might be Yelp! or another social media platform).

   Based on your research, how does the company treat customers? How do they resolve customer issues?

3. About The Fit

   How do you demonstrate to the interviewer that you can WOW the customer by making their situation better for them as well as helping the company maintain good customer relations? Mr. Simon recommends using the Present-Past-Present method.

   There are many ways to apply this approach. For example you can start with the Present emphasizing that your approach to good customer service always starts with your great listening skills that enable you to fully understand the customer’s situation.

   Next go back to the Past for an example of just how you were able to resolve a frustrating situation for a customer. Focus on a situation in which you listened to and understood the problem and were able to resolve it and prevent the loss of the customer’s business.

   Finally come back to the Present to discuss how your skills and experience in handling frustrated customers will be a real asset to the company going forward.

Pro Tip

Statistics

This question is asked 7.3x more frequently at easyJet than at other companies.

2. Tell me about a stressful situation and how you dealt with it

How to answer

1. About Yourself

   In order to form a response to this question, think back to a time when you encountered a stressful situation at work, and answer the following questions.

   • Was the situation a challenge just to you personally or to your entire team?
   • What was your approach to the problem and how did you handle it?
   • What role if any did emotions play in the process of dealing with this situation?
   • What was the outcome, was it successful?
   • Did the outcome meet the company’s expectations as well as your own?

2. About The Company

   • What do you know about the company, where you may encounter a stressful situation?
   • Are they working on a major project which is approaching a due date?
   • Are they going through what appears to be a difficult time where cost-saving is a top priority? Perhaps the company culture is full of negativity and mistrust, or they have gone through massive layoffs. Is there any chance that customers are being neglected?

   Any of these situations may lead to stressful times at the company, and you should try to know more about their expectations, and how realistic those expectations are.

   Or, are they just a dynamic, highly agile company run by smart and creative folks, which may work excellently for some people and be confusing and mind-blowing for others?

   Do your research.

3. About The Fit

   Once you have determined which STAR story will best answer this question, use the Present-Past-Present method for your response. The following is an example of how someone might apply this method.

   The candidate started with the Present by telling the interviewer that she is able to rise to the challenge of the situation regardless of the level of stress that may come with an assignment.

   She then went back to the Past to describe when she and her team had to hit a tight timeline for a customer that depended on the outcome of her team's work. It was an emotional time in which the team worked long, hard hours with lots of overtime. As hard as it was at the time, in the end they successfully completed the assignment and the customer was so pleased with the results that it increased its business with her company.

   Finally, the candidate came back to the Present to explain how much she enjoys taking on challenges because they help her grow as a professional and she knows that she can successfully complete assignments for the company, no matter how stressful or difficult.

Pro Tip

Statistics

This question is asked 3.0x more frequently at easyJet than at other companies.

3. Describe a time you went above and beyond for a customer

How to answer

1. About Yourself

   Think about a time you were the customer, how were you treated when you had a problem or issue that needed to be resolved? Did the company solve your problem with great service and a memorable experience?

   Now think about a time you had to help a customer. What did you do to make that experience unforgettable for them?

2. About The Company

   Think carefully about the company and what they are looking for. Read online reviews and any other available information.

   • What are their standards for treating customers?
   • What complaints have you seen that can give you a hint of some of the challenges associated with customer service?
   • How focused is the job description regarding customer service functions? This will give you a strong hint that customer service is an area to be aware of for the upcoming interview.

3. About The Fit

   A great way to show your fit for the job is to use the Present-Past-Present method in answering this question. The following is an example of how you might apply this approach:

   Start with the Present by telling the interviewer what skills you have that will ensure the best customer experience. These might include attributes like patience, listenting, attentiveness or any other customer service related skills you might possess.

   Next go back to the Past to tell a story of how you went above and beyond for a customer. Use the STAR method to help frame your story and be sure to bring your skills into the narrative.

   Finally, come back to the Present to describe for the interviewer how you will bring your customer service skills to the job you are applying for, to help ensure that the company can always rely on you to provide the highest level of customer service.

Pro Tip

Statistics

This question is asked 3.5x more frequently at easyJet than at other companies.

4. Tell me about a time when you went out of your way to satisfy a customer. What was the outcome?

How to answer

1. About Yourself

   Think about a time you were a customer seeking help with a problem. How were you treated? Was your experience what you expected? Did the customer service representative make this a good or great experience for you?

   Now think about the times you had to help a customer. What did you do to make that experience unforgettable for the them? How did you exceed expectations?

2. About The Company

   Think carefully about the company and what they are looking for. What are their standards for treating customers?

   Look for reviews online (such as Yelp) that can help you identify how they treat their customers? Very positive reviews would suggest that the company places a strong emphasis on great customer service.

   Double check the job description for evidence of the importance they place on customer service.

   Do your research.

3. About The Fit

   Use the Present-Past-Present technique to answer this question.

   Start with the Present by emphasizing your customer service skills and how important you think they are in not just meeting the customer's immediate needs but also retaining that customer for the long haul.

   Next, go back to the Past to relate a time when you went out of your way to help a customer. Here, for example is how this might be related. "I was working late one night and the rest of my staff had gone home when a good customer called with a serious problem accessing his laptop. I stayed with him both online and on the phone for almost two hours to correct the problem and get him back up and running. The next day he called my boss to tell him how grateful he was that I was able help him with his issues. By the way he is still a very good customer."

   Finally come back to the Present to underscore how you will not only bring great customer service to the new job but will work hard to instill this in everyone you work with.

   Be sure to use the STAR method to craft your story.

Pro Tip

Statistics

This question is asked 5.2x more frequently at easyJet than at other companies.

5. Tell me about a time how you worked effectively under pressure

How to answer

1. About Yourself

   Think of a previous professional situation in which you displayed excellent ability under pressure.

   Use the STAR method to describe that scenario during the interview, and explain the actions you took to diffuse the situation.

   • Does pressure help you to stay motivated, productive and work more efficiently?
   • Do you consider stress and pressure as your learning experience which helps you grow?

   If yes, it is great to mention.

2. About The Company

   Do your research about the company you are aiming for.

   • What are the company’s plans, for example, will there be a degree of pressure like hitting targets, meeting deadlines or managing multiple tasks at once?
   • How might this impact you and how you deal with pressure?

3. About The Fit

   It is important you provide an answer that proves you’re perfectly capable of keeping your cool in difficult and stressful situations.

   Relate it to the job you’re interviewing for; talk about how the particular experience can help you succeed in the job.

   For example:

   “In my last job, we had a project to complete in 4 days where it usually took 10 days. There was a lot of panic by some team members, but I ensured everyone that if we concentrate on the task and work real hard, we can complete the project. It took a lot of overtime, and the last day we were in the office until 2 AM, but we managed to finish it to everyone’s satisfaction. It was hard work, but I really enjoyed that experience."

Pro Tip

Statistics

This question is asked 22.6x more frequently at easyJet than at other companies.

6. Have you been in a situation where you didn't have enough work to do?

How to answer

1. About Yourself

   • Have you ever had a lack of work in the workplace?
   • How did you feel about that?
   • Did you accept it, or did you try to find something valuable to do?
   • Did you sit and wait for further instructions or did you search for new assignments to complete?

   Clearly, it is better to be doing something useful and valuable in these circumstances, and not giving the impression of a lazy and passive candidate with no interest to grow professionally.

   It can be something less significant such as cleaning your desk and organizing your documents, or something more relevant to the job such as reviewing an old to-do list for projects you put off, planning your work ahead, taking online courses to improve your skills or to get new ones, offering to take on additional responsibilities, helping other coworkers with their tasks, etc.

2. About The Company

   Research the company and its culture. What kind of challenges are they facing?

   Review the job description to determine what you may be expected to be doing in this job.

   • How would your performance be measured?
   • What will your responsibilities be?
   • What will the schedule be?
   • Is it a company with a quiet or a dynamic environment?
   • Will you have the pressure of deadlines?

3. About The Fit

   Discuss relevant experiences when answering this question. Based on your research of the company, try to highlight exactly those performances that you will probably meet working for the new company. Of course, it would depend on the kind of job you’d have as to what you could find to do.

   Think about your new department’s goals.

   Maybe you'll have a fresh idea for the improvement of the department, maybe you could assist a coworker who has a backbreaking assignment. This approach will make you seem like a team player and a coalition builder.

   Think about the things you might do to better the work product, workplace, work experience and work results. It will make you feel good about yourself, plus, your boss would really appreciate you.

Pro Tip

Statistics

This question is asked 174.5x more frequently at easyJet than at other companies.

7. Describe a time when you resolved a conflict with a colleague in your past role

How to answer

1. About Yourself

   Think of the times you had to deal with conflict.

   • What were the different ways you were able to address the situation?
   • If you were the cause of the conflict, how did you handle it and what role did the other person play in helping to resolve the conflict?
   • What were the key lessons you learned through your experience?

2. About The Company

   Research the company and its culture.

   • What do they value?
   • Is there anything that you can find about how they deal with conflict resolution?
   • Do sites such as Glassdoor give any indication of the kinds of conflicts that might occur and how they are handled?

   Reading comments on the company's social media posts often prove helpful to see how they react to customers' complaints.

3. About The Fit

   Consider the Present-Past-Present method to tell a story of how you addressed conflict and how it turned a negative into a positive.

   Start with the Present to expain to the hiring manager how you always ask questions and listen carefully to your coworkers perspective to understand both sides of an issue and apply your sense of fairness when it comes to resolving potential conflicts with others.

   Then go back to the Past using the STAR method to frame your story. Here is an example of how someone might relate just such a story:

   "My coworker, who started with the company about 6 months before me explained the process the department used for tracking certain data metrics. In my "wisdom" I thought I had a better way. Without telling my colleague what I was doing I went ahead and tried my own way. Unfortunately my way did not quite do the job and as a result we had to start again. He was naturally upset but I brought out my best listening skills to understand his perspective and we agreed to start again with the next reports. I learned a lesson and we have worked together very well since that time."

   Finally, come back to the Present to explain how you skills at listening to and doing your best to understand the other person's point of view is a valuable asset and makes you a strong candidate for the position.

Pro Tip

Statistics

This question is asked 4.7x more frequently at easyJet than at other companies.

8. Where do you see yourself in 5 years?

How to answer

1. About Yourself

   What challenges do you like overcoming? Where are you starting from and where might you be going?

   For example, let's say the position you are applying for is junior accountant. It includes a wide range of tasks such as basic bookkeeping, financial analysis, and reporting. If accounting is your chosen field, then you would most likely want to move in the direction of obtaining your CPA so that you might step up to more responsibility as an accounting manager or senior auditor within the next 5 years. Your responses should make sense in how you see yourself growing in your professional career.

   However, at this point, if you are happy just where you are and want to further your current skills, that is also fine as long as there is a growth path for you that can be imagined and described.

2. About The Company

   Research the company to learn what career opportunities may be available in the department you are applying to, and what the trends are in the company in general.

   • Is the business expanding, are they opening new locations, or starting new projects?
   • Or are they heavily automating and cutting staff?

   Let’s say you are applying for a UX designer position for a brand-new product.

   In the future, if the product becomes a success - which is what the company hopes for - the company will hire more designers and you may become a lead designer, or you may become a product manager.

   On a side note: If you train your mind to be open to opportunities you will be amazed at how much this world has to offer to you!

3. About The Fit

   And, of course, try to see where the perfect fit lies between your own potential and aspirations, and the company’s trends and hopes.

   However, beware of the risk of showing too much excitement for future opportunities compared to your attitude towards the current position.

   As we said earlier, you must show interest and enthusiasm for the position you are applying for. If the interviewer senses that you are more enthusiastic about future growth than about the current position, they may conclude that you are not the right person for the job at hand.

Pro Tip

Statistics

This question is asked 69% less frequently at easyJet than at other companies.

9. What one skill do you possess that you think will be the most important to a hiring manager?

How to answer

1. About Yourself

   If you’re not sure which skill would be best to share, consider your previous work experiences.

   • Where did you excel?
   • What would your peers say you’re especially proficient at?
   • Have you ever received recognition for meeting a particular objective or excelling in a specific area?If so, your skills likely assisted you in reaching this achievement.
   • What personal talents or attributes helped you meet that milestone?

   Ask former coworkers or managers to help you to determine your strengths that made you unique. Imagine yourself as a manager who needs an employee to fill the position you are currently applying for.

   What would you as the manager expect from a candidate for this job?

2. About The Company

   Start by reviewing the job description and making note of any required skills or abilities that match your own.

   The job posting is a great guide for what employers want to see in candidates. In addition to job requirements, consider the depiction of the company and its culture in the job description.

   Be sure to research the company by reviewing its website for additional information to get to know what skill you should mention.

3. About The Fit

   It’s important to highlight your best hard and soft skills (your Key Selling Points) to position yourself as a well-rounded candidate.

   Though you may have several different areas of strength, include only those that are relevant to the job. Adaptability, critical thinking, problem-solving, creativity, and effective communication – it is the list of most common soft skills that can be helpful in any job, so you can choose the one to share with the hiring manager that best describes you.

   But to make your answer stronger, the skill should be specific to the job you are applying for. Be certain to give examples of how this skill helped you in your last job.

Pro Tip

Statistics

This question is asked 4.4x more frequently at easyJet than at other companies.

10. What is your greatest weakness?

How to answer

1. About Yourself

   No one is perfect and your interviewer doesn't expect you to be perfect either.

   While it is good to be honest and open, it will not help you to put yourself down.

   What's important is to find a weakness that you have overcome. How you turned what might be considered a negative into a positive.

2. About The Company

   Research the company (website, social media, etc) to learn about the company culture.

   What personal and professional qualities do they value?

3. About The Fit

   This is the time to clearly state a true weakness that you have overcome.

   Be as specific as possible and stay away from vague cliches like “I work too hard.” It would be difficult for anyone to try and explain how they overcame a weakness like that

   Mr. Simon emphasizes the Present-Past-Present method of responding to behavioral questions. When you are asked about your greatest weakness, you should be able to successfully use this approach as well. Here is an example of how someone might answer this question.

   Present - "I have always had a fear of public speaking, and believe this may have held me back in my career, especially when having to make presentations to management."

   Past - "Last year I learned about Toastmasters International and decided to join this group to help me gain confidence in myself and improve my ability to present to others in just about any situation."

   Present - "By overcoming this weakness I believe that it has made me a much stronger candidate for this position, someone you can count on to make presentations to management, conduct training and communicate at a high level."

   It's important to show how well you've overcome a weakness by motivating yourself and learning a new skill to grow professionally.

Pro Tip

Statistics

This question is asked 63% less frequently at easyJet than at other companies.

11. Tell me about a time when a customer or a coworker got upset with you

How to answer

1. About Yourself

   Obviously, you can remember at least one situation from your experience when someone was frustrated because of you at work.

   • How did you feel?
   • Why did it happen?
   • Was the frustration justified?
   • What would you do differently if you knew the situation would end like this?

   If the problem was with a customer, how did you turn things around and make the customer happy? If it was a coworker, how did you diffuse a tense or difficult situation? Try to define your principles or approach.

2. About The Company

   Research the company you are applying to and try to find out what their standards of customer or staff working relations are.

   Based on your research, how does the company treat customers?

   • How do they resolve customer issues?
   • How does the company value its employees and how do the employees value one another?
   • What does the company do to mitigate awkward situations?
   • How do they handle customers’ complaints?

3. About The Fit

   Give an example that demonstrates that your approach to resolving frustrations at work is in line with the company policies.

   Tell the interviewer how professionally you turned a negative situation into a positive one.

   Discuss how you

   • maintained control of yourself and stayed calm
   • used your best listening skills
   • sincerely apologized for your actions (or lack of actions)
   • expressed sympathy for the experience of the frustrated person
   • and, finally, offered a solution that helped to resolve the issue.

   Try to conclude your answer with your lessons learned and show the interviewer that you would not have such a situation again in the future.

Pro Tip

Statistics

This question is asked 16.7x more frequently at easyJet than at other companies.

12. Tell me about a time you had a poorly performing team member

How to answer

1. About Yourself

   Ask yourself the following questions based on your own experiences.

   • Do you like working on a team?
   • How well do you work in groups, and what role do you tend to take on in a team project (for example, leader, mediator or follower)?
   • Are you easy to get along with?
   • What can you do to support other team members?
   • How do you act to help to minimize the damage of poor performance to the project?

2. About The Company

   Research the company ahead of time so that you can present yourself as someone who would fit seamlessly into their team culture.

   The example you use to respond to the question should be relatable to the company you are applying to.

3. About The Fit

   You need to demonstrate to the interviewer that you are both enthusiastic about teamwork and that you get along with colleagues.

   Be ready to provide a viable solution to this common work situation. Use a scenario when your encouragement was well received and resulted in a positive change or outcome. Emphasize that you always try to create a friendly environment with your team members.

   Here is a simple and honest example:

   "As a server at “ABC,” I was working with a difficult coworker who refused to contribute to the preparation for a holiday party. She decided to sit and watch while we worked. I took this opportunity to speak with her in a calm and friendly manner and asked her to do the small odds and ends. She agreed and worked on the place cards and seating cart, which played an important role in the fluidity of the event. Sometimes, people have hidden strengths and weaknesses, you just need to identify them!"

   Indicate how you’ll handle future challenges if they happen.

Pro Tip

Statistics

This question is asked 6.3x more frequently at easyJet than at other companies.

13. Tell me about a time when you were given little direction on a job assignment and how you were able to complete it

How to answer

1. About Yourself

   Describe decisions from your experience that you made when not having all of the pertinent information for completing an assignment at work.

   • How do you cope when you face a challenge you’ve never previously experienced?
   • Are you the type of person who jumps right into solving problems, or do you first carefully assess the situation?
   • Are you the type of person who always tries to solve the problem on your own before asking for help?
   • Will you step up to improve things or sit around waiting for more instructions?

2. About The Company

   Based on your research of the company, what are their current needs?

   • What problems and obstacles can the employees face with this position?
   • What are the expectations for the position you are applying for?

   From the job description, have you been able to find out what duties you'll be taking on?

3. About The Fit

   This is your chance to show your problem-solving skills like creative independent thinking, decision making and logic.

   Show the interviewer that you are a quick learner, a capable and confident person who knows how to think, evaluate, detail, and concretize.

   You can use a form of the following as part of your answer, adding your own job-related details:

   ‘Ambiguity is a large part of my daily reality. I always do the best with the information I have to keep projects moving. I often find myself making decisions wishing I had just a little bit more data. In these cases, I look at everything I have, work out my plan, run the numbers, create what-if scenarios for several variables and select the best possible option.’ Hint, don’t use this sentence word for word.

   Tell your story using the STAR method, which will help you effectively organize your response when answering this type of question.

Pro Tip

Statistics

This question is asked 5.6x more frequently at easyJet than at other companies.

14. Tell me about a time when you had multiple competing deadlines and how you managed them

How to answer

1. About Yourself

   It’s your chance to show that in tough times you turn to your inner strength and use your skills to find the right solutions.

   Remember situations of tight deadlines at your previous job and the many problems you had to solve on a daily basis.

   Answer the following questions for yourself.

   • How responsible are you?
   • Are you able to cope with different tasks and deadlines without getting yourself in a muddle?
   • How well do you organize your work when you have to juggle multiple projects/clients at the same time?
   • How do you make sure you’re not falling behind?

2. About The Company

   Research the company and its culture. What kind of challenges are they facing?

   Review the job description to determine what you may be expected to be doing in this job.

   • Do you see any indication of multiple tasks that may have to be completed in tight time frames?
   • How would your performance be measured?
   • What will your responsibilities be?
   • Will you have the pressure of multiple deadlines?

3. About The Fit

   Discuss relevant experiences when answering this question.

   Give examples of specific deadlines that came together at or near the same time and how you were able to meet them. This will demonstrate the value you provided in the past and help create an impression of success.

   Focus on answering in detail, with an emphasis on how the problems got solved, by using appropriate brevity combined with valid information.

   Show examples of decisiveness in planning, exhausting all avenues of recourse and utilizing proper choices of prioritization.

   Highlighting the ability to work with others or ask for help in order to get things done will show your resourcefulness in the face of adversity.

Pro Tip

Statistics

This question is asked 13.2x more frequently at easyJet than at other companies.

15. Tell me about a time when you failed to meet a deadline. What did you learn?

How to answer

1. About Yourself

   Here are some questions to ask yourself regarding missing and meeting deadlines.

   Knowing the answers to the following questions will help you formulate your answer to the overall deadline question.

   Use them to tell about a specific situation where you missed a deadline but were able to turn it into a positive.

   • Do you take personal responsibility for failing to meet a deadline? (Don’t attempt to put the blame on others, this should be about you)?
   • How well do you work under pressure?
   • What helps you to stay focused when faced with a major deadline?
   • How do you prioritize your tasks?
   • What will you do to keep missing a deadline from happening again in the future?

2. About The Company

   When you research the company, try and find out what kind of challenges they are facing.

   • What responsibilities will you be tasked with?
   • Will there be a degree of pressure like hitting targets, meeting deadlines or managing multiple tasks at once?

   The job description may also be a good source for understanding what types of tasks might need to meet deadlines.

3. About The Fit

   When answering a question relating to not meeting deadlines, it is important to look for a story that has a positive outcome regardless of the initial failure to meet a deadline.

   Use the STAR method to tell the story in which something fairly important didn’t go right due to your personal actions (or lack of actions).

   Emphasize that you took personal responsibility for the shortcoming and talk about what you did to improve the situation, how you were able to turn the situation into a positive and what you did to prevent it from happening again.

   Ensure the hiring manager that you learned your lesson and have practiced good work habits since that time.

Pro Tip

Statistics

This question is asked 7.5x more frequently at easyJet than at other companies.

16. Tell me about a time when someone criticized your work in front of others. What did you do?

How to answer

1. About Yourself

   Remember a situation from a previous job when someone criticized your work in front of other co-workers.

   • When you had such an unpleasant experience, how did you handle it?
   • How did you feel at that moment?
   • Did critiquing of your work make you defensive, angry or undervalued?
   • Or did you own up to the criticism and develop a way to improve your work going forward?

2. About The Company

   Research the company. Read the job description carefully and the list of responsibilities required.

   What challenges and kinds of situations may you face in your new role?

3. About The Fit

   To be a good employee, you’ve always got to be open to criticism.

   If you’re not open to criticism, then you’re not coachable. If you’re not coachable, then you’re less valuable than you could be.

   If you can’t think of an example from work, offer an example of a school project, internship, etc. But don’t say you have never been criticized.

   Using the STAR method, explain a situation where a real person gave you a critique in front of others. Provide relevant details and data as this will help provide an accurate picture of the scene.

   Here is an example of an answer:

   “In my previous work as a blog writer, I accidentally missed an important sentence from the text that was very critical for the context of the whole article. When we had an organizational meeting where all the staff was present, the supervisor told me about it. I was embarrassed but took the criticism in a positive way because it was really a constructive one and, after all, the error was completely my fault. However, I did not let it shake my self-confidence; instead, I used it to help me improve the quality of my work. I respected his criticism, kept working more efficiently and at the end of the month I completed 2 more articles without a single mistake.”

Pro Tip

Statistics

This question is asked 17.4x more frequently at easyJet than at other companies.