How can you handle stress?
Why This Is Asked
This is a reported question at Philippine Airlines that checks if you can maintain service quality under pressure, which is vital when handling passenger bookings and complaints.
General Approach
Acknowledge that stress is natural, then describe a specific technique (like deep breathing or prioritizing tasks) you use to stay effective. Use a concrete example to show you've done it before.
Sample STAR Answer▾
Situation
During my first few months as a customer service agent at a retail store, we had a sudden system outage on a peak holiday, causing long queues and frustrated customers.
Task
I needed to keep assisting customers manually while staying calm to de-escalate tension and ensure they felt heard despite the delay.
Action
I took deep breaths to center myself, apologized sincerely for the inconvenience, and explained the situation clearly. I offered cold water to waiting customers, kept them updated every ten minutes, and processed transactions on paper where possible so they could leave with a receipt. When the system returned, I quickly inputted the records.
Result
No customer escalated to a manager; several even thanked me for the updates. My supervisor later praised my composure and resourcefulness.
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- •STAR Structure
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