So in this blog post we will just be focusing on the behavioral and situational categry of questions. So in my experience they will ask this type of question anytime during the interview. Basically for my own understanding the interviewer is simply gauging you on how you would answer, react or even your thought process the way you are going to answer the question. In this ay they are trying to determine if you are good fit on their team which includes but not limited to the culture set within the team. Of course when they are going to hire someone they wanted that someone to be able to adapt into the team and to the nature of job at hand.
One of the question I usually get in this category is, describe the time when you went above and beyond to your customer. For me what I do is I wil make sure that I read the job description of what I am applying for and then I will tailor my answer based on what they are looking for. Normally when you apply they will list down the job description right? So lets say in the job description it is listed is mustbe able to upsell a product.
So for me what I would answer is: "There was a time when my customer is about to cancel their subscription because their investors meeting would include video and power point presentation. So what I did was I inform them that since they have 2 unused basic webcast we can upgrade one of the webcast that they have to a virtual type of webcast which would have both the video and power point presentation they will also have a dedicated assistant onsite that will be helping them all through out the event. The customer agreed and the webcast went smoothly. After their event they set up a meeting with me and bought 1 package of the virtual webcast for their annual and quarterly investors meeting."
Basically I went ahead and tell the story on how I manage to convert a customer cancelling their subscription to upgrading their package, getting more service, providing their needs and solving their problem. It actually doesnt matter if you have a totally different experience from what they are looking for what matters is how are you going to build their trust that you can do the job. Maybe yo went above in beyond by asking more question to the customer and provide solution to their problem. Or maybe upon learning on the customers problem you reached out to other department or to your boss to solve the customer problem. Maybe you are working in the billing department but because the customer has been transfered several times you walk them through in resetting their problem. So there are so many stories you can tell to basically answer questions about going above and beyond to a customer.
There's another question that is normally being asked and it is asked n different fomat and style. But basically they are just asking you about how you handle a difficult or angry customer.
"I would let my customer talk. If the customer is screaming at th top of their voice, I will just let them be. While they are sharing their frustration I am listing down some key points about their frustration. Once the customer stops yelling or screaming, I would applogies first and then I will list down all the things that frustrates them about the prouct or the service that the company provides. Once the customer confirms I will provide them with a solution to thier problem. For example they have been trying logging in to their account online but they are not successfull and they wanted to make a payment. So I would suggest to make sure that the password is correct and that it is case sensitive.Otherwise I would sugest them to change the password."
I am basically telling the interviewer how I would deal with an angry customer. The steps that I would do in case I am in that situation.
There are many more questions that will fall on this category. But my suggestion is always tell a story to your interviewer how you will actually do it in case you are face in a situation that is either desirable or difficult.
This is also the segment when some interviewers will ask you what would you do if you see your co-worker or teammate is doing something illegal.
What I normally do is I will provide them with an answer that is acceptable for me, How I am going to solve the problem and how I am going to deal with it. So here is how I would answer it:
"It depends on what my teammate is doing. If my teammateis stealing tissue paper in the pantry then I would approach the person and talk to them as a friend remnding them that if they got cought they could loose their job. However if the mistake that they are doing will compromise the integrity of the company and team as a whole I will escalate it to my manager. I will inform my manager about the situation so my manager will take action into it. I will also make sure that it gets resolve because if I stil see that there is no changes then I will escalate it to my managers manager." In this way I am still following the proper escalation protocol and of course respecting someone's authority.
This is how I see myself answer this question. What bout you, how should we answer this question? Lets al learn together and share your question and your answer to the question in the comment section.
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