Sample interview questions note cards

 Topics: Showing initiative / Growing sales

• While working as a customer service representative, noticed that marketing material was not accurately representing actual product

• Customers walked away disappointed-they were expecting more

• Took initiative to redesign flyer

• Submitted flyer to marketing department, and department adopted new flyer

• Customer satisfaction increased from 4.0 to 4.5 over 1 year time frame

• Recognized as "Outstanding Employee of the Month"

• Company is still using marketing flyer

Topics: Difficult customer / Handling conflict / Customer service

• Customer was angry that new shoes shrank after he walked in the rain

• Listened to customer empathetically

• Offered several solutions to customer

• Asked customer if these solutions would address his concern

• Customer walked away happy

• Customer wrote to corporate headquarters praising service he had received

• Received bonus recognizing my excellent customer service

• Customer came back several times to purchase more shoes