Customer Support Executive Interview
Customer Support Question(s) & Actual Evaluation
Please refer to the evaluation for more insight.
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Classification: Customer Support Executive
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Topic(s): Customer Support
Can you describe a time when you went above and beyond to assist a customer? What was the situation and the outcome?
Candidate's Answer:Yes and my previous Organisation in Tally performance in byom process once there was a customer who did not receive his medical supplies of diabetes so he was very angry and frustrated so I call to patient a proactively and then I apologize for the delay of the medical supplies and then I and then assured him that the medical supplies will be delivered to him within 24 hours so he got the situation and he understood it and he also thank me later for helping me out for this situation
Evaluation:Your answer provides a solid example of how you went above and beyond to assist a customer, which is the main requirement of the question. Here are some aspects to consider:
1. Clarity: Your answer discusses a relevant situation, highlighting your proactive approach and the outcome. However, it could be clearer with more structured delivery. It would be beneficial to use the STAR method (Situation, Task, Action, Result) for clarity and impact.
2. Details: While you painted a picture of the urgency concerning the medical supplies, providing more specific details can enhance your response. For example, mentioning how you discovered the issue or the steps you took to ensure the delivery could strengthen your narrative.
3. Emotional Connection: You did well to show empathy towards the customer. Stressing how you addressed their anger and frustration would further illustrate your customer service skills.
4. Outcome: You mentioned that the customer thanked you, which is excellent. However, expanding on the outcome—if there were any long-term positive effects on the customer's relationship with the company—could show the impact of your actions more clearly.
To improve your answer, try to structure it using the STAR method:
1. Situation: Briefly describe the context.
2. Task: Explain your responsibility in that context.
3. Action: Detail the specific steps you took.
4. Result: Share the positive outcome, including any lessons learned.
Overall, I would rate your answer a 3/5. It addresses the question but could benefit from clearer structure and more detailed examples to impactfully convey your actions and the outcomes.