I applied online. I interviewed at Southwest Airlines (Dallas, TX) in Aug 2018
Interview
The first interview was over the phone with an HR representative. It was straight forward, answering questions about my background, salary expectations, and brief "What if" scenarios.
The second interview was in person at their offices. I sat in with 2 SWA personnel. One from the HR team and another from the Customer Relations team. They asked questions on a time when I had "x" problem come up, or an unhappy customer. They wanted to know that I handled the situation and what solution I came up.
Interview questions [1]
Question 1
-Describe a time when a customer was upset and did not get what they wanted.
-Where do I see myself in 5 years
-Why should I be considered for this role
After the initial application there was a phone interview first, then an in-person interview after that. There were two people for the in-person interview and the interview itself lasted about 30 minutes.
Interview questions [1]
Question 1
Tell me about a time you went above and beyond for a customer?
Process went as follow:
7/23- (Phone interview) Going over prior experience. Why do you want to work for SW? Tell me a little about yourself. A time you had to deal with irate customer. Discuss training dates, availability, questions. I asked what were the next steps from here, and he stated they were taking face to face interviews for this upcoming Friday. Disconnected call with recruiter, then received an email maybe 2 hours later to set up face to face. Also had to fill out a form with my previous employment history (any gaps must be explained) and address for the past 5 years.
7/27- (FACE 2 FACE) Went in did fingerprints, and completed writing test. (customer complaint scenario) You have 30 minutes to complete your test. Before doing the test there is a seven minute video you have to watch. PLEASE watch the video, as they are going to ask you how you felt about the video in your interview. Went back to the lobby area and waited to be called for interview. I was a bit nervous but they made the entire experience comfortable. I interviewed with 3 people. After the interview I was told I should hear back within the next 1-2 weeks. I will post another update once I receive a response!