Interview Questions - Behavioral Flashcards
Ace Your Interview
Describe a situation where you dealt with a difficult customer/caller and how did you handle it.
a. As the Service Desk Manager, difficult calls were escalated to me. One particular incident involved a parent of a student who wanted access to the student’s records. The analyst handled the call properly and explained the privacy policy to the parent. However, the parent was irate and refused to take no for an answer. Accordingly, the call was transferred to me. I calmly asked the parent to explain the situation to me. Then, I listened attentively and offered empathetic feedback. Next, I reiterated the privacy policy and explained how the parent could gain access to the information. During this time, the parent was receptive and apologized for her behavior. Afterward, I emailed the necessary document to the parent and offered to assist her in filling it out. The parent responded to my message by thanking me and once again apologizing for her behavior.
Name a time when you went above and beyond for a customer and how you handled the situation?
At my previous company, a customer had a repetitive PC issue. The common fixes applied were only temporarily solving the problem. After doing a bit of research, I was able to identify a definite solution. I called the customer and personally implemented the repair. The customer wrote a thank you letter and sent it to my supervisor.
Name a time you conquered a difficult situation?
At one point, silos in the IT department caused a bottleneck in incident resolution times. I was assigned the task of improving the situation. I created a resolution task force made up of the team leaders for each area. I facilitated the meeting with open communication, established goals, and set deadlines. The cultivated relationships resulted in team unity and functional improvements.
Name a time when you had to meet a goal?
The organization expanded and there was a demand for support on satellite campuses. To meet the need, I implemented multiple site support by creating 3 remote support sites. I managed local and remote technical support analysts, ensuring full utilization of support capabilities.
