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201 COMPETENCY-BASED INTERVIEW QUESTIONS AT A GLANCE xxiii

179. Describe a position in which you used technology to assist in
answering customer inquiries. What was the process? (p. 165)

180. Tell me about a specific instance in which your customer-
service skills were praised. (p. 165)

181. Give me an example of an occasion when a customer with-
held information you needed to solve a problem. How did
you handle it? (p. 165)

182. Describe a time when you believed a system could be improved.
What actions did you take? (p. 166)

183. Describe a time when you made a suggestion that improved
customer relations. (p. 166)

184. Recall an occasion when you questioned your ability to do
your job. (p. 166)

Communication Skills Interview Questions

185. Give an example of a time when you worked with someone
who had an accent. (p. 169)

186. Describe an occasion when your communication style got you
out of a tight situation. (p. 169)

187. Recall a time when you did not communicate well. What were
the results? (p. 170)

188. Describe a situation when you had to tell someone bad news.
(p. 170)

189. Tell me about a time when you used your presentation skills to
influence a client. (p. 170)

190. Both written and verbal communication skills are vitally im-
portant. This position relies heavily on e-mail communication.
To help me assess your experience, describe a time when your
correspondence was well received. (p. 171)

191. Describe an experience in which you worked with a culturally
diverse population. (p. 171)

192. Give me an example of when you managed to break a com-
munications barrier. (p. 171)

193. Tell me about an occasion when you were optimistic while
others around you were pessimistic. (p. 172)

194. Describe a time when you were required to write marketing
copy. (p. 172)

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