has a customer ever asked you a question and you didn't know the answer welcome to the interview game by indeed where we show you how and how not to answer interview questions today's applicants are interviewing for a customer support world that requires major skills how can you demonstrate that you know how to provide great customer service in an interview let's ask Dale Sasha and Gan an since you can expect behavioral questions I want to share a great format for your answers the star method First share a relevant work example that gives context to the answer
next explain the role you played in the situation then highlight the impactful steps you took to find success and finally share what you achieved in the process I'll be listening for S T A and R and for evidence of a personal connection to customer service okay hey got it definitely we're going to begin with Dale has a customer ever asked you a question and you didn't know the answer I remember when I was helping a couple shop for a new TV they like those thinf frame TVs cuz they look like art then one person asked
me what my favorite feature was honestly I don't know much about them so I said the first thing that came to my mind the sound but then the guy turned the floor model way up it sounded terrible I was so embarrassed they kind of just walked away and I lost the sale my bad Dale's answer did have each element of star but he never explained how that experience affected his approach to customer service where's his connection thank you Dale hello Sasha yeah so I work for a big internet provider people call us when their router
isn't working or have issues like that but I've got like 10 colleagues sitting next to me and we all use the same database for logging issues and searching solution options so I don't really need to know any answers I know how to get the answers I think that's what counts most Sasha mentioned the general process but didn't provide a specific example of customer interaction potential employers need to feel confident that you'll succeed in a variety of situations my advice focus on transferable strategies and be spefic specific hello Ganan are you ready I sure am when
you work at a hotel front desk you get all kinds of questions where can I get a good veggie burger uh does my room have Northern Exposure and it's my job to know the answers so at first when I didn't know something I just apologized that was embarrassing but I knew I could improve so one thing I did was make a cheat sheet you know my own list of FAQs I did stuff like that that thank you Ganan Ganan hit almost every aspect of the star method except result what happened after she made her cheat
sheet she should have given an example of when she was able to use it successfully I want to know about its impact three up three down round one is done how do our candidates compare with one another at the end of round one jean an is in in the lead next up round two more interview questions more interview game more of me but first like And [Music] subscribe oh we're back what does great customer service mean to you Dale customer service means solving problems that's it pure and simple would you believe that someone actually came
into the store a few weeks ago looking for a VCR it's true so I asked why turns out they had all these old tapes they wanted to watch movies of their kids so instead of a special order I connected them with a shop that digitizes VHS tapes turns out they didn't need to spend a dime at my store but they found a product that would work that's what I'm here for Dale told a great story but was it the right one it was certainly altruistic but customer service in retail is gold so by sales telling
a story about convincing a customer not to shop at your store I'm not sure about that let's go to Sasha customer service and a call center means listening troubleshooting and hopefully solving the customer's problem so I'll give you an example I recently opened a ticket for a customer who was complaining about slow internet speeds that's what I had to solve so I ran a diagnostic updated his firmware everything checked out then I asked where his modem was located turns out his kids had moved it into the basement aha problem solved so he moved it back
upstairs and also upgraded his service now everyone is happy wow I loved Sasha's answer and I'm pretty sure I've made that exact call her story showed us that she knows customer service Ganan same question as you know I'm in hospitality and I think I'm really good at customer service I create a positive warm environment I do my best to anticipate Our Guest needs I'm informed about the neighborhood and local attractions and also I respect the guest time they're not in the hotel to hang out with me if they feel valued and comfortable I've done my
job that's what great customer service means to me Ganan shared a great definition of customer service but I wish she had told me a story the star format's strength is that it's centered in narrative it allows you to make an effective Point by presenting a compelling story I heard some great examples of customer service in round two let's see all the [Music] scorecards interesting as you know only one candidate will be picked and that candidate is Sasha yay that means Sasha moves forward in the interview process congratulations wow remember if you're answering behavioral questions try
using the star method thank you Sasha and thank you candidates want tips on how to provide the best customer service of all like subscribe and download the indeed mobile app [Music]
