Page 153 - Company Excellence

Company Excellence through Matching in Recruiting

• "How comfortable do you feel about taking the time, energy,
and effort necessary to acquire knowledge about a subject or
topic about which you have known very little? And how do you
feel about doing this if you have little interest in the subject or
topic?"

Ask in-depth questions
Now the recruiter digs deeper and uses his questioning skills to
analyze whether the applicant is strong in the areas that are
important to the company according to the requirements profile (i.e.
customer service, resilience, self-leadership, goal orientation,
interpersonal communication, taking personal responsibility,
listening). In doing so, he uses in-depth questions.

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 this situation."
• "Describe a situation where you not only met but exceeded
the customer's expectations."
• "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?"

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