Customer Obsession Flashcards
Describe a difficult interaction you had with a customer. How did you deal with it? What was the outcome? How would you handle it differently?
Director of Veterinary Medicine frustrated with claims process
Tell me about a time when you went above and beyond for a customer. Why did you do it? How did the customer respond? What was the outcome?
Student sitting in a class
Give me an example of when you were able to anticipate a customer need with a solution/product they didn’t know they needed/wanted yet. How did you know they needed this? How did they respond?
Curbside letter OR tough client in touch with care managers
Give me an example of a time when you asked for customer feedback. How did you use that feedback to drive innovation or improvement? How did the customer respond?
Records upload/reports
Tell me about a time when you evaluated the customer experience of your product or service. What did you do? What was the result?
honest conversation about the software. Pass off feedback | show how to use reporting
Tell me about a time when a customer came to you for something that wouldn’t actually address their need. How did you approach the situation? What was the result?
Pushing a class start back
Sometimes customers make unreasonable requests. Tell me about a time when you’ve had to push back or say no to a customer request. What did you say or do in response to that request?
Hospital wanting to enroll a client on their behalf
Tell me about a time when you had to balance the needs of the customer with the needs of the business. What did you do? What was the result?
student financial plan not working
Give me an example of a change you implemented in your current team or organization to meet the needs of your customers. What has been the result?
(Manager)
established a time/schedule for calls
