Evo,s 7SE Posted February 12, 2012 Share Posted February 12, 2012 im filling in a job application and one of the questions is describe an instance where you witnessed or experienced poor customer service and comment on its out come and then 2nd part how would you have handled it this is a question seen on nearly every application form i ,ve seen its obviously a structured question does anyone dealing with employing people have the answer that the company is looking for thanks in advance Quote Link to comment Share on other sites More sharing options...
pistonbroke Posted February 12, 2012 Share Posted February 12, 2012 Quote Link to comment Share on other sites More sharing options...
Hammy Posted February 12, 2012 Share Posted February 12, 2012 Quote Link to comment Share on other sites More sharing options...
Evo,s 7SE Posted February 13, 2012 Author Share Posted February 13, 2012 has anybody got any useful comments please Quote Link to comment Share on other sites More sharing options...
Captain Colonial Posted February 13, 2012 Share Posted February 13, 2012 If I were the employer, I would looking for an answer that involved: > Empathising with the customer and assuring them their complaint would be investigated > Investigating that complaint to see if it had merit > Deciding what course of action (if any) to take to resolve complaint > Taking action and monitoring it to ensure success, keeping customer informed of progress > Resolving complaint in full to mutually agreed satisfaction (if possible) > Examining current system to see if problem was a one-off or endemic to the operation and taking steps to avoid repeat Does that help? Quote Link to comment Share on other sites More sharing options...
Mark (smokey mow) Posted February 13, 2012 Share Posted February 13, 2012 I would guess they're looking for you to show that you have the ability to question the way something has been done (whatever it may be), analyse the outcome and then suggest another or better way of going about it. Quote Link to comment Share on other sites More sharing options...
Evo,s 7SE Posted February 13, 2012 Author Share Posted February 13, 2012 thanks Quote Link to comment Share on other sites More sharing options...
Cleggy the Spyder Man Posted February 13, 2012 Share Posted February 13, 2012 pretty much what Captain said really - would only add that - do not admit that your company/product is at fault until all the facts have been checked (depends upon the scenario obviousely) they are only look for a general attitutude test so don't worry about it too much - they will appreciate the time you have also spent investigating what should be done 1 Quote Link to comment Share on other sites More sharing options...
markcoopers Posted February 13, 2012 Share Posted February 13, 2012 The question is set so that it reveals your experience and managerial or director level. The points that Scott mad are the bare minimum as know one will answer " I shrugged my shoulders and told them it was not my problem". However the how is the bit that defines you...do you focus on the facts, or on the feelings? This starts to build a picture about who you are and how you will react. It is illegal to use psychometric indicator test in recruitment, but not illegal to use probing questions. Don't 2nd guess what they want, as every good company wants a complete set of types and your natural type might be just the ticket. Pointers... That might not be applicable to your chosen situation Remember there are 2 customers in play here to deal with, not just the one making the complaint. You have an internal customer, part of your company that is the other side of the coin. Tis all very well investigating them, but how will they feel, how will you get them on side to want to be better? Also remember cost is a big issue. Promising refunds or lengthy investigations timing up resources might sound good, but is it the right decision to make financially....I assume you are applying for a company that markes money? Also remember the situation the complaint was in. I am willing to bet that you have chosen a situation where you saw something, not read or felt something.....this tells them that you are more prone to asymulating info visually. Nothing wrong with that at all, but an answer that also notes writing, listening and feelings does also show that you are aware that others are different. Also remember that you are one cog in a company. So asking for other managers help/commitment and or advice is not wrong, just human, so some times worth reflecting in answers to questions like this. Lastly, no company ever got upset by someone showing imitative, only in them over stepping the mark, so only promise what you can deliver. Quote Link to comment Share on other sites More sharing options...
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