Question 179. Describe a position in which you used technology in answering customer inquiries. What was the process?
situation: At Revolving Door Company, we sell elevator door equipment, including car enclosures, car doors and gates, and entrance frames.
action: To expedite purchases and shipments, clients are required to log onto the company Web site and complete an online form that requests the purchase order number. Instantly, I receive e-mail notification, then I begin the process of tracking down the order.
result: Usually the product is en route, and I notify the customer via e-mail of my findings. With the experience I gained at the Revolving Door Company, I am comfortable working in an environment where the only client contact I have is via e-mail.
Question 180. Tell me about a specific instance in which your customer-service skills were praised.
situation: As the community's manager for Cooperative Gaming, I wanted to make the Web site more interactive.
action: I established an online forum. To get the forum off the ground, I created the policies, guidelines, and procedures to ensure player satisfaction and retention. In addition, I recruited volunteer moderators to enforce the rules and maintain an entertaining experience for users.
result: The community grew to over one hundred thousand active users, and I received a bonus for my efforts.
Question 181. Give me an example of an occasion when a customer withheld information you needed to solve a problem. How did you handle it?
situation: The Knickknack Store called for a quote on a new security system. Because we have different levels of service, I attempted to uncover the client's budget. The customer indicated that there was no budget. I realize that is a common answer customers give to avoid showing their hand.
action: Since it is not in my nature to press further, I began my pitch with the most expensive system. After I described the package, I was silent to give the customer an opportunity to speak and ask questions.
result: At that point, the client revealed that he was interested in specific parts of the option, but could not afford the whole package. I again asked for a budget so I could customize the system to meet his monetary requirements. With his defenses down, he readily provided his budget. And I supplied the best equipment his money could buy. With all my years in sales, I have learned to meet customers where they are and not move the process along faster than they are comfortable with.
Question 182. Describe a time when you believed a system could be improved. What actions did you take?
situation: Part of my job as a hospitality coordinator is to help customers when equipment malfunctions. My office was receiving complaints from customers that, once the technician left, their problems would reoccur almost immediately.
action: My solution was twofold. For the short term, I called the guests after every technician visit to ensure satisfaction. For the long term, I retrained the technicians and, when necessary, let go those who failed to perform their job properly.
result: The guests appreciated my thoughtfulness and the care I provided. The repeat business the hotel received made that fact evident.
Question 183. Describe a time when you made a suggestion that improved customer relations.
situation: To monitor prospect activity, I suggested the organization implement the NotifyMe software as a tool to track e-mails sent, the length of time the reader spent on reading the e-mails, and the number of times the file was opened.
action: When potential clients opened my e-mails several times, I sent a follow-up e-mail inquiring whether there were additional questions I could answer. When they simply skimmed the e-mail, I placed follow-up calls instead.
result: The software allowed me to virtually read prospects' minds, ultimately increasing sales and customer satisfaction.
Question 184. Recall an occasion when you questioned your ability to do your job.
situation: When new management took over, the operational procedures changed almost daily as the decision makers found their footing.
action: For the first two days, I allowed the uncertainty to bog me down. I did not respond to client inquiries as quickly as I was accustomed to, for fear of providing the wrong information. Then I decided that the best approach was to not make any promises, instead offering options that may be available.
result: Within a month, solid policies were put into place and I resumed my work habits as normal.