4163. How can you make the customer's day?

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Description

Interviewer

Can you tell me about a time when you went above and beyond to make a customer's day? What specific actions did you take and what was the outcome?

Skill Assessed
  • 1. Customer Service : Demonstrates the ability to understand and fulfill customer needs and provide a high level of satisfaction.

  • 2. Empathy : Shows the capacity to recognize the emotions of customers and provide a personalized service.

  • 3. Problem Solving : Indicates the ability to creatively overcome challenges or issues that customers face.

  • 4. Initiative : Reflects the ability to take proactive steps to enhance the customer experience without being prompted.

Purpose
  • 1. Customer Focus : Assesses the candidate's dedication to meeting the needs and ensuring the satisfaction of customers.

  • 2. Situational Response : Evaluates the candidate's ability to handle real-life situations involving customers, and their capacity to provide effective solutions.

  • 3. Behavioral Insight : Provides insight into the candidate's typical behavior towards customers and how they handle service opportunities.

  • 4. Value Alignment : Determines if the candidate's values align with the company’s emphasis on customer satisfaction and delight.


Hints
  • 1. Recall specific incidents : Think of a memorable instance where you positively impacted a customer's experience and be prepared to discuss it in detail.

  • 2. Highlight positive traits : Focus on the attributes you exhibited during the interaction, such as patience, attentiveness, or quick-thinking.

  • 3. Outcome importance : Be sure to describe the outcome of your actions and how it improved the customer's experience or resolved an issue.

Tags
Topics: 
Problem Solving
Roles: 
Barista
Cook
Hostess
Server
Companies: 
Starbucks
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