Excellence for customers Flashcards
Describe a time where you have gone out of your way to help a customer/key stakeholder. What did you do and what was the outcome?
Westpac or… As a Senior Consultant at Protiviti, working on for client to determine the best AML technology to offer with their banking platform. I was tasked with research and analysis. Through analysis and collaboration with colleagues, I realised that it was not a good idea for them to offer any AML solution as it did not match their business model. I performed all required duties of the original ask, but additionally made a strong case of why it was not suitable. They took some time to digest the information, then gave wonderful reviews to my Manager.
Describe a time when you found a customer problem especially difficult to deal with. What did you do and what was the result?
Within B&PB I was working with business SMEs and tasked with modelling their processes and identifying/overlaying obligations and controls. The issue was, the SMEs I was working with did not seem to have a solid understanding of their own processes. I ensured that I clearly communicated my optimal timeline and required inputs and made this visibly documented via email (included with my manager). I kept an eye on timelines and followed up frequently and provided as much support as possible. Once this was made clear to them, they worked within my timeline, and we completed all work on schedule.
Describe a time when you proactively investigated ways to provide a better service to your customers. What was your approach and what was the customer outcome?
Automated Westpac reports, developed structure to monitor closure attempts, including contacts made, when followed up, and a way to compare this to desired result.
Tell us about a time when you have turned a dissatisfied customer into a satisfied one. What steps did you take?
- Became lead in TEO PACE squad.
Explain how you have been able to get people to feel their work matters for the customer. What was your approach and what was the outcome?
- Most simple way is to simply tell people – recount “you did X, causing Y” and constantly reinforcing and modelling this idea.
- I did this when training PACE colleagues within TEO when tasked with performing PACE work.
