| Well first of all, congratulations - you just got an | | | | and get positive results. |
| interview. Problem is now you're in a panic because | | | | Q: Why would you want to leave the company you |
| you have no idea how to interview - successfully that | | | | work for now? |
| is. You are wondering what questions the interviewer | | | | A: It is unfortunate really; the company that I have |
| will ask. Chances are you're wondering about perfect | | | | worked for the past three and a half years has |
| interview answers and how to best answer each | | | | decided to take a different business approach. They |
| question. | | | | are going in a new direction and in the process of |
| And, you're thinking it would really be nice to get your | | | | outsourcing and off shoring all customer service |
| hands of some great sample interview questions and | | | | operations. In fact, it is only a matter of time before my |
| answers. Here are just a couple of sample interview | | | | department's services will be completely eliminated. I |
| questions and answers - these should help you in your | | | | am leaving on excellent terms, and my general |
| upcoming interview. | | | | manager has provided me with a letter of |
| Q: Why don't you tell me about yourself? | | | | recommendation. |
| A: I am an accomplished customer service manager | | | | Q: Tell me about a time that one of your initiatives |
| with experience in the telecommunications industry. I | | | | failed. Describe the problem. What did you learn and |
| have successfully led teams of upward of 100. In each | | | | what were your mistakes? |
| of the customer service management positions I have | | | | A: I did have an initiative that caused problems at the |
| been in, I have spearheaded planning and managed | | | | very beginning. I was charged with a new program to |
| successful initiatives that significantly increased call | | | | expand customer service hours from Monday through |
| response times as well as customer satisfaction. | | | | Friday 8: 00 am to 5:00 pm to Monday through Sunday |
| Note: Develop a 30 second to 2 minute (no more) | | | | 7:00 am to 10:00 pm. I asked my team to bring on |
| response that shows your level of expertise and how | | | | temporary employees to start. Unfortunately |
| you will be able to positively contribute to the company | | | | temporary staff turnover was high using this model, |
| in this role. | | | | and my team was frequently hiring and training. |
| Q: What brings you here - why are you applying for | | | | After a short period of time, I modified the model and |
| the customer service position? | | | | switched to a temporary to permanent hire structure. |
| A: After researching your organization I discovered it | | | | In addition, I provided employees with an incentive for |
| has a remarkable reputation internationally. I also read | | | | working evening and weekend hours, which generated |
| about your organization's plans for growth going in the | | | | great success. The results were excellent - making |
| short-term. I have experience leading change in growth | | | | this change led to an immediate improvement and |
| organizations and offer expertise leading teams, | | | | turnover rates decreased by nearly 50%. |
| gaining employee buy in and implementing highly | | | | Note: Don't tell a hiring manager that you have "never |
| successful initiatives. | | | | failed at any initiative." Have a good example ready for |
| I was successful in improving call response rates and | | | | discussion at your interview. Give an example of |
| increasing customer satisfaction by at least 15% in | | | | something you were able to resolve. Explain what your |
| each position in which I worked. Given my level of | | | | objective was, how you managed the process and |
| experience and demonstrated success, I am certain I | | | | describe how you were able to resolve the issue. Be |
| will make a great contribution to your organization in | | | | sure to end on a positive note explaining how you |
| the customer service manager role. | | | | resolved the issue. |
| Note: Don't say that you're desperate to get a job or | | | | Remember, there are no perfect answers for |
| that you had to apply for six different jobs to get | | | | interviews. However, know that there are ways to |
| unemployment. Be sure to give good examples that | | | | effectively answer even the toughest interview |
| show how you far exceed your competition and | | | | questions. Use the above sample interview questions |
| demonstrate how you will be even more effective in | | | | and answers as a guideline for interview success and |
| the role. Talk about your ability to lead, plan, implement, | | | | job winning results. |