Effectively meeting customer needs; building productive customer relationships; taking
responsibility for customer satisfaction and loyalty. Key Actions Uses Key PrinciplesEstablishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports). Acknowledges the personGreets customers promptly and courteously; gives customers full attention. Clarifies the current situationAsks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding. Meets or exceeds needsActs promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments. Confirms satisfactionAsks questions to check for satisfaction; commits to follow- through, if appropriate; thanks customer. Takes the heatHandles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues. Questions 1. In your job at ___________, how did you ensure that your internal/external customers needs were met? Describe your procedure with one customer. 2. Tell me about the most youve ever done to try to satisfy a particular customer. 3. Sooner or later, we all have to deal with an internal/external customer who makes unreasonable demands. Think of a time when you had to handle an unreasonable request. What did you do? 4. Describe a time when you had to ask numerous questions and listen carefully to clarify the exact nature of an internal/external customers problem or needs. 5. What skills or qualities contribute to building productive relationships with internal/external customers? Give me an example of a time when you used these skills or qualities with a specific customer. 6. Describe a time when you effectively handled an internal/external customer complaint. 7. Can you tell me about a customer request youve received that was in conflict with your companys policies? What did you do? 8. Tell me about a time when you were the focus of a customers displeasure. What did you do? 9. Can you describe a time when you didnt handle an internal/external customer complaint well? What did you do? What happened? 10. Tell me about a difficult internal/external customer youve had to deal with. Why was he or she difficult? What did you do? 11. Describe a time when you took steps to make sure an internal/external customer was satisfied. What did you do? 12. Describe a situation when you chose to involve others to help solve an internal/external customers problem. What was the problem, and how did involving others help? Questions for people who are applying for sales positions 13. Describe a time when it was particularly important to establish a good relationship with an external customer. How did you do this? 14. Tell me about a time when you responded to an internal/external customers request quicker than expected. Contrast that with a time when you failed to meet an internal/external customers expectations. What was the difference? 15. How do you find out that an external customer is dissatisfied? Tell me about a specific customer who was dissatisfied. What did you do? What happened? 16. Weve all had customers who think they know exactly what they need, but later they discover that they really needed something else. Tell me about a time when this happened to you. What did you do? 17. Occasionally we wish we could change how weve interacted with customers. Tell me about a recent interaction that you wish youd handled differently. Questions for people with little work experience 18. As a ________________ (dormitory assistant, teaching assistant, etc.), how did you ensure that you were providing good service? (Give me an example.) 19. Tell me about any jobs youve had when you had to work with customers to understand and meet their needs. Describe a specific situation.