Page 190 - 201KNO~1

COMPETENCY #5—PEOPLE SKILLS 165

Question 179. Describe a position in which you used technology in an-

swering customer inquiries. What was the process?

Situation: At Revolving Door Company, we sell elevator door equip-

ment, including car enclosures, car doors and gates, and entrance frames.

Action: To expedite purchases and shipments, clients are required to

log onto the company Web site and complete an online form that requests
the purchase order number. Instantly, I receive e-mail notification, then I be-
gin the process of tracking down the order.

Result: Usually the product is en route, and I notify the customer via

e-mail of my findings. With the experience I gained at the Revolving Door
Company, I am comfortable working in an environment where the only client
contact I have is via e-mail.

Question 180. Tell me about a specific instance in which your cus-

tomer-service skills were praised.

Situation: As the community’s manager for Cooperative Gaming, I

wanted to make the Web site more interactive.

Action: I established an online forum. To get the forum off the ground,

I created the policies, guidelines, and procedures to ensure player satisfaction
and retention. In addition, I recruited volunteer moderators to enforce the
rules and maintain an entertaining experience for users.

Result: The community grew to over one hundred thousand active

users, and I received a bonus for my efforts.

Question 181. Give me an example of an occasion when a customer

withheld information you needed to solve a problem. How did you handle it?

Situation: The Knickknack Store called for a quote on a new security

system. Because we have different levels of service, I attempted to uncover
the client’s budget. The customer indicated that there was no budget. I real-
ize that is a common answer customers give to avoid showing their hand.

Action: Since it is not in my nature to press further, I began my pitch

with the most expensive system. After I described the package, I was silent
to give the customer an opportunity to speak and ask questions.

Result: At that point, the client revealed that he was interested in spe-

cific parts of the option, but could not afford the whole package. I again asked

American Management Association
www.amanet.org