May 10, Customer Service Interview Question and Answer Essential Guide

What customer service interview question can you expect when applying for a customer service job vacancy?

?

Although the customer service job varies from employer to employer you can anticipate and prepare for likely customer service interview questions. Knowing which knowledge and core competencies (skills and abilities) are required for success in customer service work will help you to predict which questions will be asked.

?

The customer service knowledge requirements will vary depending on the organization, the product or service and the scope of the customer service job.

However typical knowledge requirements for a customer service job include: computer /technological knowledgedata entryinformation processingknowledge of relevant software applicationsnumeric, oral and written language applicationsadministrative/clerical proceduresCustomer relationship principles and practices

Questions around the knowledge requirements will usually be answered by reviewing your resume or CV as they refer directly to your qualifications and work experience.

Prepare for questions that explore your customer service training and your work task experience relevant to the specific knowledge requirements listed.

Examples include:

"Which software applications are you proficient in?"

"What products and services have you dealt with?"

"How many orders/queries did you deal with on an average day?"

The interviewer will focus on the customer service interview question that looks for evidence of the competencies needed to succeed in a customer service opening. You will be asked to provide specific examples of when you have previously displayed the required competency.

You should reflect on your past experiences, select appropriate examples and plan your response using the following structure:

Describe the specific situation or task you were involved in Detail the action and steps you took in the situation Outline the results and outcome of your actions. What happened, what was accomplished, what did you learn?

Go through each customer service interview question that explores these core competencies. Use the answer guidelines to help you prepare your own excellent answers.

Problem Analysis and Problem-solving

Key to success in a customer service position is the ability to analyze and assess problems and find workable solutions.

"Tell me about a time you had to evaluate a large amount of information to sort out a problem. Talk me through the steps you took."

"Tell me about a difficult situation to which you found a simple solution."

"Give a specific example of when you had to sort out a complex problem for a dissatisfied customer recently."

Answer Guidelines : Show how you are able to collect and organize information to identify key issues and detect problems. Describe your ability to consider alternatives and find the most appropriate solution considering the facts, your resources and the customer's needs.

Customer Service Orientation

The interviewer wants to know that you have proven yourself to be both able and willing to provide excellent service to the customer.

"Describe a time you had to ask a number of questions and listen carefully to fully understand the customer's query."

"Describe a recent situation when you had to handle a dissatisfied and angry customer."

"How do you define going the extra mile for your customer, give me an example of when you have done this."

Answer Guidelines : Show how you develop positive customer relationships by actively listening and making the effort to understand the customer's needs, meeting and exceeding the customer's expectations and taking responsibility for the customer's satisfaction.

Accuracy and Attention to Detail

A common customer service interview question will focus on your ability to accurately collect and process information.

"Take me through the process you use to check that you have the right details from a customer."

"Describe a time that you picked up an error or problem that had been overlooked by others at work."

"Tell me about a time that you had a confusing interaction with a customer, how did you clarify things?"

Answer Guidelines : Describe your attention to all details of the customer interaction, however small. Show how you clarify the details, ensure you have complete information and accurately check your work processes and output.

Adaptability

Customer Service means dealing with a variety of people and demands, the ability to adjust to the situation is an important job requirement.

"Describe a time you had to change you approach to customer because your initial attempts were unsuccessful."

"Tell me about a time you have had to adjust to a new manager who had a different management style to what you were used to."

"Give an example of when you had to deal with a major change in the customer relationship practices in your workplace."

Answer Guidelines : Show how you are able to maintain your effectiveness in different situations and dealing with different people. Describe how you adjusted your approach and behavior to meet different needs and demands.

Patience and Stress Tolerance

It is difficult to keep calm and patient when dealing with unreasonable and demanding customers, however this is an essential competency when providing efficient customer service! This will be assessed with a customer service interview question such as:

"Tell me about a recent situation with a customer that really tested your patience."

"Tell me about a time you experienced conflicting work demands, how did you respond?"

"Describe a situation when you had to deal with an unpleasant customer who was making unreasonable demands."

Answer Guidelines : Show you are able to maintain a positive attitude and a high performance standard under pressure and in the face of challenges. Describe how you use appropriate coping techniques to keep calm under provocation and stress and that you are able to show patience when faced with a difficult customer.

Your ability to communicate effectively with customers and your ability to actively listen will be assessed as you interact with the interviewer. Make sure you speak clearly and concisely, choosing your words with care and using correct grammar. Listen closely to questions and ask for further clarification if you do not properly understand something. For comprehensive advice on how to communicate effectively in the job interview go to the expert interview communication strategies.

Prepare for the customer service interview question that explores your motivation to be in a customer service job, such as :

"What do you see as being the greatest challenges today in the customer service industry?"

"What do you regard as being the most positive aspects of dealing with customers?"

Know how to answer other frequently asked questions such as "What does excellent customer service mean to you?"

Use these sales interview questions and answers to help you prepare for your interview. These interview questions also come up as a customer service interview question.

Get a head start on the other candidates for the customer service opportunity with the help provided at About a Customer Service Job Interview.

For a comprehensive guide to answering competency based or behavioral questions go to The Behavioral Interview and review the sample questions and answers.

Interviewers will also use some general questions to assess the candidate. Review these standard interview questions with sample answers by clicking on common job interview questions and answers.

Stand out in your customer service interview by being thoroughly prepared and confident!

Your interview question and answer guide for Accounts Payable and Accounts Receivable.

Return from Customer Service Interview Question to Best Job Interview

View the original article here

Nov 24, Group Interview Questions and Answers Guide

Group interview questions are often used as an initial screening tool to select candidates for a second, one-on-one job interview.

The types of interview questions are usually general and not specific to the technical aspects of the job. The main purpose of group interviews is to determine qualities like communication skills and interpersonal ability, persuasiveness and the ability to influence others, leadership and delegation.

Other competencies assessed during a group interview include problem-solving and planning skills, stress-tolerance and the ability to work and contribute effectively as a team-member.

Expect some debriefing-type questions. These group interview questions will most likely be asked in a group situation after the team exercises have been completed.

What made this team work successfully?

Refer to aspects such as the good use of available resources, the management of obstacles, successful team communication, use of initiative and support and encouragement of each other. Focus on the approach the team took and acknowledge the contributions of individual members.

What was your personal contribution to the team's performance?

Refer to your strengths such as planning and thoroughness, analyzing and problem-solving. Support your answer with specific examples of how you used these strengths to contribute to the team. What special role did you play and how was your contribution received by the team?

Why did this team struggle to accomplish the objective?

Refer to the reasons why things did not go according to plan, give specific examples. Demonstrate that you have been able to realistically analyze the situation and explain what you would have done, with hindsight, to improve the situation and deal with the problems the team experienced. Show an ability to offer solutions, not just to point out the problems.

How did you deal with the stress created by meeting the challenges?

Describe the specific steps you took to remain calm and controlled. Focus on skills such as planning, flexibility, communication and discipline.

How would the other team members describe you?

Refer to the positive reactions your experienced from other team members. Support your perception of how you came across with examples of observations or remarks made by the team.

Group interview questions designed to get to know you as an individual may be asked on a one-one basis at some point in the group interview process.

How would you describe yourself?

Avoid just repeating what is on your resume. Focus on highlighting your skills in a positive and job-relevant way. Try to set yourself apart from the other candidates as the most suitable person for the job. You need to think about the job requirements and emphasize your fit with these needs. You can mention observations others have made about your strengths and abilities to reinforce your answer.

How would your colleagues describe you?

Think about the interpersonal style you use with co-workers or your peers. What adjectives would they use to describe you? Dependable, resilient, helpful, energetic etc. Use this list of strengths to help you with this. Support your answer with examples.
"They describe me as dependable, probably because I always meet my deadlines." or "They consider me highly adaptable, I am able to work effectively with very diverse people. My last department consisted of ......"

These group interview questions explore your personal motivation for the position .

What about this position appeals to you most?

Give specific examples of why this position and company excite you. Refer to the positives you have learned about the organization and the job from this group interview process. Think about how you can prove your passion and interest for the position. Why would you prefer to work for this company rather than their competitors? Use your background research to help you prepare for group interview questions like this.

What are your goals and how does this company and job fit into these goals?

Tailor your goals to the realities of this position and company. Don't offer specific job titles or time frames. Focus on types of experiences you hope to gain and abilities you want to develop. Consider realistically the opportunities available in this organization. Refer to what you will learn in this position and how this fits in with your personal development plan.

Prepare for a general interview question about your suitability for the position

What would you bring to this position?

Refer to your key skills and abilities and how you would use them in the job. Avoid general statements like "I am a team-player.." and rather refer to specific evidence.
"I have worked as part of a team on a number of projects and received positive feedback about my role and contribution. Particular mention was made of my ability to initiate new ways of looking at the challenges and problems and then encouraging contributions from other team members."

Think about your strengths and the benefits they bring to the company and position. Give proof of what you can offer to excel in this job. "My problem-solving ability has been put to the test many times. For example, ...."

Discuss your specific qualifications for the job. Always refer back to your enthusiasm for the position.

Prepare convincing answers to frequently asked group interview questions that explore these areas of competence. Set yourself apart from the competition by having planned and practiced for your group interview.

Group Interview Tips and Techniques

Often candidates are asked to identify their strengths and weaknesses in the group interview. Go to the following excellent resources to help you with this
List of Strengths and Weaknesses
Interview Questions Weaknesses

Use the common job interview questions and answers to help prepare answers to other typical job interview questions.

Group interviews may be used as an opportunity to see how candidates react to those unexpected strange interview questions. Be prepared to handle these type of interview questions.

Return from Group Interview Questions to Best Job Interview

View the original article here

May 25, Free Interview Questions and Answers Guide

Free interview questions and answers guide to those tough job interview questions. Go through the list of common interview questions and use the sample answers to prepare your own winning interview answers. Stand out as the right candidate for the job opportunity.

Expect interview questions that explore your understanding of the job such as:

What skills are the the most critical to this position?

Prepare by listing the tasks given in the job description and identifying which skills are key to successful task performance. Consider the technical skills specific to the position such as knowledge of accounting principles and practices for an accountant position, human resource management principles for a HR position, understanding the sales cycle for a sales position etc.

List the competencies required for successful job performance. Competencies or behaviors commonly required in the workplace include problem-solving ability, use of initiative, resilience, adaptability, organizing and planning and team work. Describe to the interviewer how your experience is relevant to these requirements and how you have successfully demonstrated these skills in your previous positions.

"After carefully reviewing this job I would focus on these key skills as the most essential to success. The company is going through considerable restructuring and as a manager I would need to properly manage any changes with my team. My communication, motivation, negotiation and conflict management skills are key to this. In my last job I had considerable experience in these areas when ................."

Free interview questions and answers include other typical job interview questions that explore your suitability for the job. Click on each question to view good sample interview answers.

Employers want to explore your commitment and motivation for the job. One interview question that prospective employers like to ask is:

What interests you most about this job?

Point out the new challenges and experiences you look forward to in the position and why you are qualified to handle them. Align your interests with the attributes they are looking for in the right candidate. For example:

"I want the challenge of selling a new product. I consider strategy development one of my key skills and I would like to be able to use it to the fullest in developing strategies for selling this product.."

"I get great satisfaction from training new staff members and helping them develop and succeed. I am excited by the sort of training programs I would be running in this position...."

For more free interview questions and answers that deal with your motivation, your interpersonal skills and your work goals click on each of the standard interview questions listed in the table below.

Free interview questions and answers include those tough and awkward questions that interviewers throw at you such as:

Where else are you interviewing and for what positions?

This is an awkward interview question and although candidates feel that interviewers shouldn't ask it, they do! So be prepared for it. Be brief, concise and straightforward. Avoid trying to use this as an opportunity to impress by naming big firms in unrelated industries or that are offering different types of jobs. Employers want to hear that you are going for similar positions in the same sort of industry. This confirms your commitment to the job they are interviewing you for. You can rather answer in general terms.

"I have focused only on jobs that offer me the same sort of opportunities and challenges that your organization does in this particular industry. I recently interviewed with XYZ organization for a similar position."

If you have not been for any other interviews you can deal with this interview question in this way.

"I have concentrated my job search on positions that offer the same sort of responsibilities and challenges as this position and with similar organizations. To date I have sent my resume to a number of organizations, including XYZ Company and ABC Inc, and we are in the process of setting up interviews."

View other difficult interview questions with sample answers here.

Most interviews will include some behavioral type interview questions. Be well prepared by using our Behavioral Interview Guide for these type of job interview questions.

The comprehensive lists of free interview questions and answers will help you prepare for success in your job interview.

Return from Free Interview Questions and Answers to Best Job Interview

View the original article here

Feb 8, Negotiating a Job Offer

When planning on negotiating a job offer it is important to consider the full compensation package and not only the base salary.

When planning your negotiation compute the dollar value of obvious benefits such as medical insurance and add this figure to the salary for a more accurate picture of the job offer. You also need to consider hidden benefits such as salary progression and training to properly evaluate the value of the job offer.

Key to developing your negotiation strategy is to look at all the elements of the job offer. Decide what it will take to turn an unacceptable offer into an acceptable offer and which items you can negotiate.

Evaluate the Benefits

Negotiating a job offer includes discussing the benefits. Benefits can add up to 30 percent of the total compensation. At December 2007, benefit costs as a percentage of total compensation costs were 30.2 percent (Employee Benefit Research Institute).

Assess the value of these commonly offered benefits to you personally when evaluating your job offer. Medical Insurance - consider these statistics from the Employee Benefits Research Institute when evaluating this benefit. In 2007 employer health insurance premiums increased by 6.1%, twice the rate of inflation. The annual premium that a health insurer charged an employer for a health plan for a family of four averaged $12,100 of which the company contributed $8,800 and the employee $3,300. The annual premium for single coverage averaged about $4,400 of which the employer paid on average $3,700.
Dental Insurance and Optical Insurance - often not part of a medical plan, so if this coverage is offered it is a bonus.
Life Insurance - many companies provide a basic coverage which can be added to.
Disability Insurance - both short-term and long-term.
Pension Plans - assess the value of the employer contributions and the plan as a whole.
Profit sharing/bonuses - find out the amount of the last three or so payouts relevant to your percentage/position etc. This helps you to put a $ value to this benefit. Consider company and industry conditions to anticipate future payouts.
Stock options - consider how the stock has performed and how it is likely to perform in the future.
Tuition reimbursement - what further education and training will be of real value to you and what will any reimbursement offer be worth. Always consider benefits like these with your own personal goals and circumstances in mind. Tuition reimbursement is of little value if your circumstances don't allow you to take on any extra tuition.
Child care - what is the value of this benefit to you. Consider both the $ value and intangibles such as convenience, peace-of mind and time-saving. When negotiating a job offer you need to evaluate each benefit on it's merits and determine how those perks will benefit you. If you don't plan on having children for a while or if your children are grown, it's not that important whether on-site child care is offered.
Employee Assistance Programs and Wellness Programs - counseling can be of great value to employees depending on their circumstances. Consider other aspects of these programs like health club membership and free medicals.
Overtime - while salaried employees are usually not paid overtime, some companies do compensate for time above an expected standard number of hours. This can take the form of overtime pay or bonus pay.
Parking - this often overlooked benefit can amount to a large amount over time, especially if you will be working in one of the high-cost parking cities.
Expense reimbursement - factor in business related costs that you will be reimbursed for including phone, computer(laptop), car, entertainment etc. Know what expenses will be covered and to what extent.

Also consider benefits that provide personal satisfaction such as the number of leave days provided. When preparing for negotiating a job offer evaluate the benefits that don't have a specific $ value at this point. Apart from compensation what else does this job offer include? Consider these aspects before you begin negotiating a job offer.

What kind of promotional opportunities can be expected over the next 5 years. Along with this, what kind of salary progression can be anticipated during this time? How often do salary reviews take place?
What training will you receive on the job? What will this training translate into in terms of the value of your skills and experience, your goals and your overall job satisfaction.

After considering the entire compensation package you are in a position to decide what is important to you and what benefits you want to negotiate in addition to the salary. You can now put together your negotiation proposal.

Put a Direct $ value on the following:

Salary (Use the Salary Requirements Calculator to establish your acceptable salary range)
Bonuses
Profit sharing
Stock options
Overtime
Insurance benefits
Direct expense coverage such as car/transport,tuition, phone etc
Company services that have a specific $ value to you such as child care, wellness programs etc

Factor in aspects that have an indirect or potential $ value such as training, promotional opportunities and anticipated salary increases.

Prioritize your interests and decide where you are willing to trade one thing of value for something else. Is the performance bonus more important than the salary?

Negotiating a job offer requires two major steps. The planning which involves research and information gathering to develop an effective negotiation strategy and then communicating effectively with the employer to get the offer you want.

Prepare by knowing your competitive market value and company-value.

Use the salary negotiation tips to get the job offer you want.

Return from Negotiating a Job Offer to Best Job Interview

View the original article here

Feb 1, Career Change Cover Letter

Writing a career change cover letter can be difficult. You need to persuade the prospective employer that you have the right skills to perform the job successfully although your actual experience lies in a different area.

Follow these expert tips and guidelines when creating your cover letter.

Tell the employer what you can do for them

Many career changers make the mistake of writing about how the employer can help them in achieving their new career goals. Employers are not actually interested in this - they want to know what you, the applicant, can do for them and how you will contribute to their goal achievement. Focus on what you can bring to the job and the organization.

Don't apologize for your lack of directly related experience

Don't draw attention to the negative. Instead confidently focus on the relevant skills you bring to the job.

Focus on transferable skills and competencies

Highlight the skills and abilities you have that can be transferred to a new position. Make sure these transferable skills are relevant to successful job performance. Show employers how these competencies would make you a top performer if you got the job. Study the job description or announcement carefully, research the company and describe the skills and knowledge from your past career that will work with the new one. The transferable skills and competencies that employers most frequently look for include:
effective problem-solving
planning and organizational skills
communication skills
critical thinking skills
collaboration or teamwork skills
self-motivation
adaptability and flexibility
honesty and integrity
strong interpersonal skills
strong work ethic
In addition to your transferable competencies you can describe any achievements or assignments from your past career which would help ensure success in this job.

Persuade the reader of your passion for this new career choice

Address the career change issue directly in your career change cover letter. Focus on what attracts you to this new field and why you are so interested in this job opportunity. Do your research so that you are able to clearly express the reasons why this is the career and the company you want to put all your energy and hard work into.

Avoid badmouthing your past career

Stay away from criticizing past employers or previous career choices. This only backfires and make you appear negative and a poor decision-maker! Employers are only concerned about what you can do for them right now, so focus on what you are moving toward rather than what you are moving away from.

Keep it simple

As with all cover letters keep your career change letter to one page in length. Although a career changer has more information to convey in a cover letter don't put off the reader by going on and on.

Use the career change cover letter sample to help you write your own persuasive cover letter.

Return from Career Change Cover Letter to Best Job Interview

?

View the original article here

Mar 8, Interview Clothing for this Job Market

Original article by the authors of best-job-interview.com

What interview clothing to choose in tough economic times?

This economic climate demands different job interview attire choices. The advice from recruitment professionals is to play it safe and formal.

There has been a noticeable shift in the way people dress for work to reflect the current economy.

In boom economic times wearing casual or unusual clothing to a job interview could give the impression of a free-thinking and innovative risk-taker. But risk-taking has a bad name now and employers are looking for committed, serious professionals who will contribute assured value to the company.

It is advisable to turn up to your interview in a plain, formal suit with a neutral shirt and an understated tie if you are a man and a moderate skirt, jacket and blouse or plain, smart pants suit if you are a woman.

Flamboyance and showiness belong to another time and solid and reliable are what employers are looking for today. Many department stores have reported an increase of up to 50% in the sale of white shirts - the classic and serious choice for decades.

Often the individuals conducting the hiring process now are older and more conservative professionals who have avoided lay offs due to their experience and the expense of laying them off. They want steadfast and trustworthy employees for the tough times ahead.

Image consultants suggest that the move back to traditional work values demands conservative and traditional interview clothing. Dressing more formally and taking care of the details such as well-polished shoes, neat and tidy hair and manicured fingernails demonstrates how hard you are trying and how seriously you take the employment opportunity.

Here are some suggestions for the right interview clothing in today's job market.

For men - charcoal gray or navy suit with a pale shirt in white, cream or pale blue, yellow or pink. A silk tie either in a plain color or with small polka dots, stripes or a small geometric-type pattern. Finish this off with black socks and black shoes.

For women - A matching skirt and jacket or dress and jacket or a formal pants suit. A light-colored shirt with a collar and sleeves. Choose plain navy or black shoes with closed toe and moderate heel with skin-colored hosiery. Jewelry should be kept to a minimum and should be understated as should make-up and hair.

Job candidates can look to President Barack Obama and his wife as the new role models for how to dress in hard times. They both dress very traditionally and make sure that they are in tune with the current climate. Employers are going back to old values, your interview clothing should reflect this.

Please Note - This article is owned by Best-job-interview.com and permission to republish it must be granted by the authors in writing.

More interview dress advice at Dressing for a job interview.

Go to Articles Homepage to view the latest articles covering job search and interviewing skills. Use the expert advice and information to help you get the job you want.

Return from Interview Clothing to Best Job Interview

?

View the original article here

May 1, Exit Interview Tips

Useful exit interview tips. Make the exit process easier by being well prepared for exit interviews.

What is an exit interview?

From the employer's perspective the purpose of the exit interview is to understand why the employee is leaving and to gain insight into what areas the company can improve on, the strengths the company can build on and how the organization and management is perceived. From the departing employee's perspective the exit interview provides an opportunity to give constructive feedback about the organization, the working environment, the job itself and management.

Top Exit Interview Tips

Be as objective and fair as possible. Try to remove any feelings of hostility or disappointment from the situation. Don't get involved in the blame game. Be honest but diplomatic. For example if your reason for leaving is because you do not get on with your manager share the responsibility for this. A good approach would be to say something along the lines of,
"It has become apparent that we have different ideas on how to do the job. Both of us have come to the conclusion that it is never going to be a good match and that it is better to move on."
Recriminations are not a good departing gift!
Spend some time thinking about how to answer the exit interview questions you are likely to be asked. Stick to the facts. If you offer an opinion or a comment be sure you can support it with an actual example. Always have a constructive suggestion for improvement if you are offering honest but negative feedback. For example,
"My manager did not always ask for my input before making changes that significantly impacted on my job. For example, she changed the process for handling customer complaints without discussing it with me. It is easier to accept change if one is part of the process. Setting up a meeting to discuss potential change with an employee and asking for suggestions would improve the process."
View frequently asked Exit Interview Questions.
Don't get personal. Stick to an objective assessment of the situation rather than focusing on individuals. Bad mouthing colleagues and managers by name is not appropriate. If asked to describe your relationship with other employees provide a general overview like, "On the whole we enjoyed a positive working relationship and if there were any problems we generally managed to sort them out".
Make notes to take into the exit interview with you. It is easy to forget what one wanted to say when confronted with a formal interview situation. Referring to your notes demonstrates that you take the exit interview seriously and have spent time thinking about it beforehand.
Be aware of your non-verbal signals. If your exit interview is conducted face to face be conscious of your body language. Folding your arms across your chest makes you appear defensive. If you are doing it over the phone be aware of the tone of voice.
Don't feel pressurized. An exit interview is a voluntary exercise. If you feel too uncomfortable about answering a specific question then simply reply that you have no comment.

Exit the company in a professional and polite way. Use the Resignation Checklist and the Sample Resignation Letters to resign properly.

Before you leave get a letter of recommendation or a job reference from your manager. Find out more about how to ask for Job References.

"Exit Interview Tips" offers general information only and is not intended as legal advice.

Return from Exit Interview Tips to Best Job Interview

?

View the original article here