call centre job app questions. I need help

myright

I hope somone can give me some good examples for the application.
Job role applying for is -customer service in a call center.

Previous experience- Working as a receptionist and also working with referels. for example recieving letters from clients and then righting back to them to them recommending them products.

The questions I need answering or help with are:

1) Describe a time when you correctly identified a customers needs.

2) give an example when you had work in a team to achieve success.

3) describe a time you stayed calm in a difficult situation

4) describe a situation where you succesfuly juggled a number of conflicting priorities to meet deadlines.

5) Give an example of a time when you have persuadedd someone to you way of thinking

I would greatly apreciate any help here.

Thanks a billion

Caroline_a

Unfortunately it's very difficult to help as it's your experiences that they are asking about. You need to draw on your own experiences to answer these competence-style questions as sometimes there are more details required in interviews, and only you will know the answers!

myright

i am good at memorising things...writing isn't my strongest skill. Hope you can help

Mergic

To answer competency questions effectively and concisely use the S.T.A.R. approach...

Situation - briefly explain where you're referring to.
Task - what were YOU required to do?
Action - what did YOU do to achieve/resolve the task?
Result - what was the result of YOUR actions?

Make sure you are answering the question they are asking and it's focussed on you. There's lots more on web if you Google 'competency questions'. Examples should be based on reality but a bit of poetic license to build up your role is normally acceptable. Keep a copy of your application to remind you before interview. They might check with previous employers so don't over do it or outright lie.

CFC

1) Describe a time when you correctly identified a customers needs.
Think of a customer as being people working within the company you were a receptionist for, you need to think outside the box a bit. The question is about identifying what the actual problem is by using listening skills and basic knowledge/factfinding and clarification questions

2) give an example when you had work in a team to achieve success.
Example - again, think outside the box. It doesnt even have to be in work, you could use an example from a hobby etc. Employer is looking for consideration to other team members, being willing to ask for help, being willing to offer help to others, not causing conflict and helping to resolve any conflict that is going on

3) describe a time you stayed calm in a difficult situation
There must have been at least one difficult situation in reception surely, a lot of receptionists end up fobbing off the drunk or homeless at least once

4) describe a situation where you succesfuly juggled a number of conflicting priorities to meet deadlines. - Looking for an example of multitasking and prioritising - it's no different than getting the kids fed and out of the door for school while getting yourself ready for work and there on time.

5) Give an example of a time when you have persuadedd someone to you way of thinking - you're looking for examples of times when you had to persuade anyone, either an employer, another employee, a customer, a supplier, anyone - to do what you want when you couldn't pull rank and make them

Hope that gives you some ideas.

myright

Thanks for your great advice Mergic and CFC