Group dynamics

Personal Presentation (Mentioning how many years of customer service you have, and how long you have worked in each
position).

My name is Priscila Rocha Trisch, I have 8 years of customer service experience. I have been working as a customer service
specialist for three years, and before that, I also worked as a sales assistant for three years and as an Event Hostess for two
years.

What would be your favorite layover, and why;

And about my favorite layover, it would be in Australia, it’s my dream to go there because I really appreciate the fact that
Australia is a multicultural country. And I really love their lifestyle. So, I would like to visit this interesting country, and also
enjoy different beaches and see different animals.

Profession’s dynamic

Present a skill from the professions card, and why.

- Salesperson / Saller

Considering the salesperson skill: This professional should be a person with the power of persuasion because it’s important
to be able to know how to deal with different people at the same time. And also creating loyal relationships and keeping
high customer satisfaction because being a person with the power of persuasion is very important to have success in this
role.

- Lawyer

Considering the lawyer skill: This professional should be an honest person because it’s important to be able to follow the
law and look for the best solutions to solve problems according to human /iúman/ rights. And also creating loyal
relationships and keeping high customer satisfaction because being an honest person is very important to have success in
this role.

- Driver

Considering the driver skill: This professional should be a responsible person because it’s important to pay attention during
all the transport time according to the traffic rules. And also creating loyal relationships and keeping high customer
satisfaction.

- Mechanic / Plumber (plãmer) Postman / Engineer / Police officer (polís óficer) / Janitor / Bricklayer / Doctor / Dentist /
Chef

Skill: This professional should be a responsible person because it’s important to pay attention to all the details with
excellence during all the time according to the “professional’s job”. And also creating loyal relationships and keeping high
customer satisfaction.

- Banker / Secretary / Researcher / Business man / Chef / Tv host

Skill: This professional should be resilient to overcame the difficulties and “changes in the world or customer’s issues”
because it’s important to be able to know how to deal with high pressure situations. And also creating loyal relationships
and keeping high customer satisfaction.

- Singer /sínher/ / Hair stylist / Actor / Teacher / Waiter / Painter

Skill: This professional should be a creative person because it’s important to offer ideas and innovations during all the time
according to the changes in the world. And also creating loyal relationships and keeping high customer satisfaction.

This professional should be a creative person because it’s important to offer ideas and innovations during all the time
according to the changes in the world. And also creating loyal relationships and keeping high customer satisfaction.

Wedding Day Blues

Facing challenges in front desk as a manager and decides who assists as priorities and then in order.

What were the group’s difficulties during the decision;

At first, this was a very difficult situation for us because we had to prioritize one customer before others. However, we
believe all customers deserve attention, so we carefully determined our first priority. We ensured a solution to each
customer, trying to resolve their issues in the best possible way while ensuring the highest level of customer experience for
everyone involved.

- What’s the group’s decision;

We have decided the priority order considering the most important points about the scenario. At first, we would like to give
priority to the mother of the bride because it’s a health issue, in second the bride requesting to repair the tear in her dress
because it’s a special day to her, in third the case of groom asking to help separate fight between the two families, in fourth,
the group of children bothering guest, in fifth the group who are complaining that the food is cold, and in sixth the VIP
guest who wants to pay for the most expensive champagne at the party.

- Mother of the bride who fell in the bathroom and can't get up.

The case of the mother of the bride who fell in the bathroom would be the first priority because this is a health issue and
this should always be prioritized. I guess this situation has one emotional impact for the couple and their guests. Then, this
case requires sensitivity and empathy to look for medical assistance and also providing emotional support.

- Bride requesting to immediately repair the tear in her dress.

This case of the bride requesting to immediately repair her dress would be the second priority. As a temporary solution to
the bride's dress had torn is looking for a friend or family member of the bride who could repair the dress. I believe it would
be a good solution to offer the best guest experience at this special day.

- Groom asking for help to separate the fight that is happening between the two families

This case of groom asking for help to separate the fight that is happening between the two families would be the third
priority because it’s not the most important of the cases, but this fight could be bothering everyone. As a temporary
solution I would look for a family member of the couple to politely approach the people who is fighting to remind them
about the importance of the special day to the couple, they should forget the fight to celebrate the party together.

- Group of children bothering guests

The case of children bothering guests would be the fourth priority because it’s not the most important of the cases, but the
children could be bothering everyone. As a temporary solution I would look for a family member of the couple to politely
approach the children to remind them about the designated playground area with activities to keep the children fun and
safety.

- A VIP guest who wants to pay for the most expensive champagne at the party but only has the regular kind and is
running out.

The case of a VIP guest would be the fifth priority because it’s not the most important of the cases, but it’s important to
keep the high guest satisfaction. As a temporary solution I would look for a family member of the couple to politely
approach the children to remind them about the designated playground area with activities to keep the children fun and
safety.

- Group of guests who are complaining that the food is cold.

The case guests who are complaining that the food is cold would be the sixth priority because it’s not the most important of
the cases, but it’s important to keep the high guest satisfaction. As a temporary solution I would like to inform the kitchen
staff to offer complimentary drinks or appetizers.

Tea at the Ritz

You have a voucher to give to someone.

- A magazine writer and her husband plus she can publish something about the hotel.

Considering the situation, I believe a magazine writer and her husband would be the best choice. Since the purpose of the
trip is to visit the hotel, they could have a great experience and publish something positive about it. This way, they could
enjoy a memorable experience and a wonderful visit to the hotel.

- Two friends going to the Hotel.

I would love to give priority to everyone because they all deserve it. However, considering the situation, priority was given
to another case. And as an alternative solution, I would like to suggest a nearby hotel with a café that offers several types of
tea and drinks, as well as live music by singers. This way, they could enjoy a great experience.

- An elderly couple for the first time in London

I would love to give priority to everyone because they all deserve it. However, considering the situation, priority was given
to another case. And as an alternative solution, I would like to suggest a nearby hotel with a coffee shop, that offers
numerous activities for seniors, including a nature walk. This way, they could enjoy a great experience while staying in a
comfortable and accessible place.

- A football player and his wife who have a large following on Instagram

I would love to give priority to everyone because they all deserve it. However, considering the situation, priority was given
to another case. And as an alternative solution, I would like to suggest a luxury hotel that is located close to popular tourist
attractions and offers a charming place with lots of famous people and influencers. This way, they could enjoy a great
experience and also make lots of positive posts about the trip on Instagram.

- A mother with her birthday daughter

I would love to give priority to everyone because they all deserve it. However, considering the situation, priority was given
to another case. And as an alternative solution, I would like to suggest a boutique hotel that has a cozy atmosphere and
offers facilities for families. This way, they could enjoy a memorable experience and have a wonderful celebration.

- An elderly couple celebrating their fifth wedding anniversary.

I would love to give priority to everyone because they all deserve it. However, considering the situation, priority was given
to another case. And as an alternative solution, I would like to suggest a nearby hotel that has an excellent gastronomic
experience for dinner, as well as live music by singers. This way, they could enjoy a memorable experience and a have a
wonderful visit to the Hotel.

Rollercoaster Rush - Rollercoaster

Facing challenges in front desk as a manager and decides who assists as priorities and then in order.

- A client who is wet and cold

The case of a client who is wet and cold would be the first priority as it involves the well-being of the customer and this
should always be prioritized. I guess priority should be given to making sure of their comfort, offering them a place to dry
off and warm up to and avoid further discomfort.

- A father with two children crying because they have been in line for too long.

This case would be the second priority as crying children can intensify quickly and cause stress. However, this is not as
critical as the first situation, but to provide a solution, I would like to offer a special treat or a toy. I believe this would be a
good solution to keep the situation calm and ensure the best customer experience.

- A parent with a 9-year-old child who wants to get on the ride where the minimum age is 10.

This case would be the third priority as it involves a strict rule that the customer is trying to bypass. However, this is not as
critical as the first situation, but to provide a solution, I would like to suggest alternative rides or providing a clear
explanation of the policy with empathy. I believe this would be a good solution to keep the situation calm and ensure the
best customer experience.

- A group of seniors wanting a discount on souvenir things, but they couldn't print the 25% discount.

This case would be the fourth priority as this is a simple issue to resolve, but it still needs attention. However, this is not as
critical as the first situation, but to provide a solution, I would like to give them a voucher for the discount or offer a future
discount for an upcoming trip. I believe this would be a good solution to keep the situation calm and ensure the best
customer experience.

- A group of tourists who want to buy souvenirs but can't because they have all been sold.

This case would be the fifth priority as this is a simple issue to resolve, but it still needs attention. However, this is not as
critical as the first situation, but to provide a solution, I would like to give them a voucher for the discount, but if it’s not
possible, I would like to offer a future discount. I believe this would be a good solution to keep the situation calm and
ensure the best customer experience.

- An enthusiast who went to visit a specific roller coaster but it is closed for repair.

This case would be the sixth priority as this is disappointing for the customer. However, this is not as critical as the first
situation, but to provide a solution, I would like to offer a clear and empathetic explanation, while offering other attractions
to help the customer. I believe this would be a good solution to keep the situation calm and ensure the best customer
experience.

Stop the Splash (Water Park)

Facing challenges in front desk as a manager and decides who assists as priorities and then in order.

- A customer angry because an employee was rude to his child

The case of an angry customer would be the first priority as it involves the well-being of the customer and this should
always be prioritized. As a solution I would like to apologize for the inconvenience caused by the situation, and maybe offer
one discount voucher for a special lunch at the park. I guess it’s important resolving conflicts with empathy to maintaining
customer loyalty.

- A mother with two children who insisted on entering but they were not the age limit.

This case would be the second priority as it involves a strict rule that the customer is trying to bypass. However, this is not
as critical as the first situation, but to provide a solution, I would like to suggest an alternative water park near the city,
while providing a clear explanation of the policy with empathy. I believe this would be a great solution to keep the situation
calm and ensure the best customer experience.

- A customer distressed because they lost their ticket and still want to enter.

This case would be the third priority as this is a simple issue to resolve, but it still needs attention. However, this is not as
critical as the first situation, but to provide a solution, I would like to give them a discount voucher or offer a future discount
for an upcoming trip. I believe this would be a good solution to keep the situation calm and ensure the best customer
experience.

- A couple of tourists who want to pay with their money but the machine is a 10-minute walk away.

- A group of 6 professional swimmers who want to use their own equipment, but it doesn't meet the safety standards they
need and all the equipment has already been rented.

- A student who had a free voucher but can't get it because it has expired

Final interview

• How long you worked in each place, each description of the activities, why you liked working in that place, why you left
(Ex: looking for a better job opportunity, received a better job offer)

CUSTOMER SERVICE SPECIALIST

I have been working as a Customer Service Specialist for three years, and about my activities, I delivered prompt customer
service to clarify doubts about products, services and other relevant information to the customers, coordinated with
coworkers to review customer demands and managed customer relationships to provide quality service.

Why you liked working in that place

I liked the new experiences with the customers to have the best relationship every day. And I also liked the routine with my
co-workers because we were always ready to help each other.

Why you want to leave

I want to leave this position because being an Emirates flight attendant is the dream of my life, and it makes me feel excited
and ready to be challenged.

SALES ASSISTANT
I’ve worked as a customer sales assistant for three years, and about my activities, I responded to customers calls and emails
to answer questions about product prices, applied basic sales strategy to engage customers and develop purchase orders
and during the sales process, I built strong relationships with customers.

why you liked working in that place

I've learned a lot about achieving high customer satisfaction and how to improve my professional skills, so that role was
very important for my professional life.

Why did you leave?

I left because I received a better job opportunity to work as a customer service specialist.

EVENT HOSTESS

I’ve worked as an Event hostess for two years, and about my activities, I directed guests to correct seating areas, delivering a
generous reception and memorable experiences, I maintained a clean and presentable event space and resolved guest
concerns.

why you liked working in that place

I liked working as an Event Hostess because I've had a lot of good experiences with different people. And that role was my
first job, so it was very important for my own development.

Why did you leave?

I’ve left because I was looking for a better job opportunity.

1. Why do you want to work in aviation?

Aviation isn't just a job for me. It represents the dream of helping people around the world and exploring new cultures and
places. This opportunity makes me feel excited and ready to be challenged because I'm passionate /páxionet/ about
customer service and traveling.

2. A difficult situation that required the customer to say no.

Once I had a difficult situation when I was working as an Event Hostess, and a customer asked me about a drink that was on
the menu, but it had run out. The customer got really angry and told me that we needed to had the drink there, but I had to
say no and explain that the drink had been very popular that night and was sold out. So, I offered him the best drink from
our company for free and he was very pleased for my support in that moment.

3. What would be an ideal manager/supervisor within a company.

71. An ideal /aidíal/ manager would be a resilient person, able to overcame difficulties / díficultis/ and address team’s issues
as it’s important to know how to handle high pressure situations. An ideal manager should focus on building loyal
relationships and maintaining high customer satisfaction. I would like to learn a lot from my manager because I know good
leaders are very important for our growth and learning.

4. Why Emirates?

Emirates is my dream company because you have always been looking for excellence, innovation and exceptional service
since the company was founded in 1985. I deeply admire these values and I believe Emirates provides an exceptional
environment for personal growth and connecting with people from all around the world. It would be an honor to be part of
a team so focused on excellence.

5. Why do you want to become cabin crew?

I have always dreamed of traveling around the world. And I really like the idea of working everyday with different people,
and visiting many places and cultures because when you work with different people, you can improve yourself and provide
the best customer experience around the world.

6. Tell me about a mistake you made / When could your customer service have been better?

I had a customer at a festival who requested a drink but I was very busy with many customers at the same time. After that, I
completely forgot about his drink. When he asked me about it, I apologized and brought him his drink. It was a mistake
because I know that excellent service is in the small details and no matter how busy I’m at work.
7. What did you learn from a mistake you made?

One of the biggest lessons I've learned is how to be resilient about mistakes because when I made a mistake, I took the time
to stop and learn how to be more careful to avoid repeating it. And I’ve learned that mistakes are a part of growing and
becoming stronger.

8. What will you bring to Emirates?

I will be a valuable employee for your airline because I will contribute with my great attention to detail, excellent customer
service and ambition to be the best at the job I do. I also have strong skills in dealing with customers because I love working
with different people.

9. Tell me about a situation with an angry customer / One situation when you had to be diplomatic.

I was working at a very crowded festival when a customer told me that the waiters were passing very fast on his table and
he wasn’t having a good communication and support. He was very angry because of that. Then, I explained that the festival
was very crowded and the waiters were trying to do their best, but we could send one specific waiter to provide him
priority support. And he was very pleased for our assistance at that moment.

10. Give me an example of a situation when you did something nice/extra for your customer. What was it?

When I worked in my first festival as an Event Hostess, I had a group of customers who weren’t Brazilian and they wanted to
enjoy the festival with us, but they didn’t have much information about it. So, I gave a detailed explanation about the
different stages and singers of our festival, and after that, they bought our ticket. And, at the end of the event, they came
back to me to say thank you for my support, and that they enjoyed a lot the festival with was. So, it was a very special
moment for me.

11. Tell me about one positive feedback you received

When I started working at my current company, I gave my best to understand my new responsibilities. I worked more than
my regular hours to learn and achieve good results in the beginning. After 3 months, my manager gave me positive
feedback, saying that I was doing more than expected and that he liked the way I managed with my initial tasks.

12. Tell me about one negative feedback you received

When I was promoted to be responsible for commercial department, I worked very fast to serve the largest number of
customers, and my manager told me that I should work carefully because I was dealing with a lot of details and if I made
one mistake, we could face big problems. It was a great learning experience because I realized that excellence is better than
quantity.

13. What are the challenges associated with the cabin crew position?

The cabin crew position can be faced with cultural and language challenges because there are many passengers from
different countries /kãntris/, but this is one big opportunity /óportunity/ to learn from them and to discover new cultures
/kãltshãrs/, languages or accents /éxcents/. The cabin crew position can also be faced with weather emergency situations,
but if the emergency procedures are followed correctly, the challenge will be solved successfully.

14. List three important skills needed to be a cabin crew

I think it’s important to have good communication /commiunication/ skills to know how to deal with different people at the
same time. It’s also important to be resilient in order to overcome difficulties /díficultis/ and customer’s issues. I also
believe that responsibility is crucial to following procedures with excellence.

15. Give me an example of a situation that you had to work with someone you disliked/or difficult/or that blamed you
for mistakes.

I had a colleague /cóligue/ called Suziane in my current company and she didn’t like her job in our company. She was often
sad and angry, but when disagreements occurred, I was always ready to help her because it’s important to be polite and
kind to everyone. After a while, she got better and we achieved great results /rizãlts/ working together.

16. Provide an example of a situation that you went beyond your call of duty to satisfy a customer.

Some time ago, I was working in a festival as Event Hostess and a customer asked me about a vegetable/védj table/ dish,
but it wasn’t on the menu because the festival contract only included a meat-based menu, and the customer became upset
because he had a restrictive diet. After that, I spoke with the chef in the kitchen to check if it was possible to make a special
vegetable dish. He prepared it, and the customer was very pleased with our support in that moment.

17. Describe excellent customer service

The excellent customer service is found in the small details and is based on attending the customers’ expectations while
providing quality service and memorable experiences. I believe it involves empathy, kindness, and flexibility.

18. What do you like about customer service?

I really like the fact that it’s possible to make a positive impact on people’s lives. I also appreciate the human connection
that customer service provides as each interaction presents a challenge or an opportunity to learn something new.

19. What are your 3 weakness and your strength?

I think that my weaknesses are attention to detail because sometimes we need to see the big picture and not only focus on
the details; perfectionism as I want everything to be perfect and which sometimes makes me feel anxious; and self-
criticism / self criticism/ because I always want the things to be well organized.

I think that my strengths are flexibility in dealing with different people at the same time; responsibility in doing my job with
excellence, and resilience as it is essential to know how to deal with high pressure situations.

20. What makes a good cabin crew?

I believe a good cabin crew is someone who enjoys meeting new people, is a good listener and can make customers feel
welcome and special at all times.

21. Tell me about a time when you helped someone.

There was a time when I helped my colleague called Valentina at my current company. She was starting her first project
development but she was unable to finish it because she was worried about the final details. So, I worked with her for two
days, and prepared a detailed explanation about the final steps. It was very special for us as a team because after that, she
felt confident to finish other project developments by herself.

22. If I were your supervisor and asked you to do something that you disagreed with, what would you do?

At first, I would try to learn from you because you are my supervisor, and I would carefully analyze any feedback or
suggestions to improve my work. However, I’m also responsible for the company’s safety. So, if it was an illegal or dangerous
activity for Emirates, I would have a conversation with the manager.

23. Give me an example of a time when you did not agree with your supervisor. What was it and what did you do?

When I was responsible for my first internship at my current company, I remember that my supervisor was very worried
about her job because she was very nervous and made many mistakes during the first month. After that, my boss told me
that he wanted to fire her, but I disagreed with him because I knew she was very nervous about her job and was still
learning how to do everything. After our conversation, we agreed to remind her of the importance of that role and review
the key points. I worked more closely with her, and after a month, she improved and my boss was really pleased with her
performance after this challenging start.

24. Give an example of excellent customer service that you experienced as a customer.

Some years ago, I went to a restaurant with my brother. When we arrived, we looked on the menu and saw that were only
meat dishes. However, my brother doesn’t eat meat. We talked to the waiters to check what could be done, and they
prepared a special vegetable dish that wasn’t on the menu. We really appreciated the way they provided a great customer
experience during the time we were there.

25. What do you think the role of cabin crew is?

I think the cabin crew position is the best job in the world because you have the duty to ensure /inxãr/ safety and security
during flights by following the company procedures. But It’s not only about ensuring passenger safety and comfort but also
about creating a welcoming atmosphere during the flight. This position demands people who can handle high-pressure
situations, have good communication skills, and show empathy, as they are often the first to interact with passengers.