Milkround News, reported on 19th February this year that the most popular interview questions in the world are now more markedly focused on customer service. “Never before have three of the top five interview questions focused on best possible service, exceeding customer expectations and dealing with a dissatisfied customer” they say.
Quoting ONREC, the online recruitment resource, Milkround reports the most likely question to be asked by employers at interview is:
“Tell me about a time when you have taken action to ensure that you are providing the best possible service to customers?”
- Tell me about a time recently where you have gone out of your way to ensure that you have exceeded customer expectations?
- Please give an example when you have been a valued team member on a successful team?
- Tell me about a time when you have had to adapt your style or approach due to a change in the situation or circumstance, in order to achieve a desired end result?
- Please tell me about a time when you had to deal with a problem issue to do with a dissatisfied client or stakeholder?
“The results demonstrate a consistency of focus around customer service over the last 8 months, and reflect the vital continuing requirement for most organisations to keep current customers and win over new ones if they are to survive such challenging economic times”.
Rory Fidgeon, of A&DC is reported to have said. And who could disagree? Clearly organisations are waking up to the benefits to be gained from exemplary customer service. The question is though, have they woken up to the need to provide holistic SERVICE-ABILITY, not only in their employees, but in the total environment in which those employees have to function?
It’s one thing trying to recruit people who have the right attitude (this is very much in the ethos of SERVICE-ABILITY) but quite another to ensure that it continues and transfers into profitability in the long term.