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5 - Profiling³: in recruiting: finding the right employees

Customer service in-depth questions

• "Think about your most recent customer conversations: give
an example of a time when you realized the customer wasn't
right, but you still had to accommodate their requests. How
did you handle that?"
• "Do you know of a situation where you were able to
anticipate the customer's needs before the customer said
anything? Describe it."
• "Describe a situation where you not only met the
customer's expectations, but exceeded them in a big way."
• "Give an example where you had to go the extra mile to meet
a customer's request that someone else had promised the
customer. What exactly did you do?"

In-depth questions on resilience

• "Was there a time when you faced a lot of personal cri- tic
from others? How did you deal with it?"
• "Give an example of a situation where you had an idea that
you had to drop. How did you handle it?"
• "Describe a particular defeat at work. How long did it take
you to get over it?"
• "Describe a situation in which you received negative
feedback from your supervisor."

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