Behaviours Flashcards
A time when explained a complex issue to customer ensuring they fully understand
S - This morning i was tutoring maths to a student who has recently finished his GCSEs and is moving on to Alevel maths next term
T - I was teaching him how to integrate by using a formula called integration by parts
A -
I initially went through all the new notation explaining how they worked and giving an example showing their use
I clearly lay out the formula highlighting the new notation and asking the student what role it had in the formula.
I then lead the student through an example question by asking the student to attempt some of the easier steps to keep them involved.
I made sure the student understood by asking if they had any questions throughout the previous stages and not all
I set the student a question to go through and asked them to explain their process while being on hand to help out when needed
I designed a help sheet outlining the whole process with the major steps clearly bullet point and places to find help like websites or youtube clips which I emailed to the student after my lesson.
R - My experiences tutoring have helped my in all of my customer service roles by teaching me to speak clearly by using concise sentences and avoiding terms that might be unknown to people newly introduced to the concept. Ive also learnt that people process information differently so its essential to be able to explain the same point in various different ways.
Take full ownership of an issue to get the right outcome
S - I used to work as an assistant manager at a pub.
T - I volunteered to implement the new covid restrictions in the pub as I had prior experience working with local councils.
A -
1. I researched all the new guidelines and how this would affect our specific pub.
2. I then contacted the local council to see if we were allowed to put tables and chairs onto the street.
I gathered all senior staff members and relayed this new information.
3. I also installed transparent screens across the bar, hand sanitiser stations and one-way stickers throughout the pub in time for the reopening.
4. I held a team meeting with all of the bar staff before the pub opened explaining how the new rules worked and answering any questions they had.
5. I made it very clear that these changes were benefiting us for our own safety as much as the customers.
R - As a result of my good work, I was enlisted to help other pubs in the company with their management of their covid
You’ve made a quick and decisive decision
S - About a month ago I was in a corner shop when I saw a homeless man collapsed on the floor
T - The owner of the shop was stood over him shouting at him to get up as it was putting customers off coming into his shop
A -
I made the decision to intervene as I saw the man was unresponsive on the floor and need some medical attention
I checked to see if he was breathing and to see if he had a pulse
I then immediately rang the emergency services as he wasn’t breathing
I instructed the owner to wait by the door to stop customers peering in and to guide the paramedics when the ambulance arrived
Under the guidance of the emergency services on the phone, I performed CPR on the man until the paramedics arrived.
R - I learnt that I’m capable of handling responsibility in pressurised situations which has given me the confidence to take on tasks might not have done in the past
Describe a time youve made a mistake in your work
S - whilst working at the pub i was alone upstairs in the restaurant area with two colleagues downstairs in the main bar area
T - It was unexpectedly busy for a friday lunchtime and so the restaurant was full of customers dining
A -
My mistake was not asking for help when I needed it
I was focused on trying to handle the amount of work that i on my own but it was too much for one person to keep the high level of customer service needed
My manager came to check on me after seeing lots of people enter the upstairs area and noticed that I had taken on too much work and told me that I need to ring for help when its this busy
I was then able to effectively delegate tasks to my manager when asked how she could help
I also gave extra care to tables that received less attention when I was working alone.
R - As a result we were able to return to our normal high level of customer service and I learnt to recognise when I have too much work and then to ask my team for support
Delivered excellent customer service (extra mile)
S - whilst working at the pub we often had regular customers from across office across the road who would come in for some lunch or after-work drinks on Thursday or Friday
T - One of our regulars came in to book a table for one of their colleagues leaving drinks who I knew quite well from our interactions
A -
I started by reorganising our bookings for the evening to allow them to have the whole upstairs area
I ordered a lifesized cardboard cut out of Sebastian Vettel as she was a huge f1 fan and loved vettel
I also decorated the upstairs with lots of bunting half with german flags and half with leaving messages and found some fairy lights to give the place more of a special touch.
I came out with a tray of chicken strips with candles/sparklers and said a few nice words
R - Our takings for the night were well above average and fostered a stronger relationship with the customers which made them come more regularly
Act like an owner
S - I worked for SCDC as a resource officer and specialised in taxi licencing.
T - During this time South Cambridgeshire District Council were updating the taxi licencing policy.
A -
I Worked closely with a councillor to construct an idea to improve safety for drivers and the public.
1. I convinced my line manager to implement an idea of mine into the new licencing policy.
2. I took the responsibility for my idea by insisting that I present the new changes at the open forum for taxi drivers.
3. I confidently answered questions from the taxi drivers at the end of the forum in the QnA.
4. I taught the new policy to our own staff and councillors at a team meeting.
5. I implemented the new policy being on hand to answer any queries the drivers may have by phone, email or face to face appointments.
R - I found it extremely rewarding being able to see an idea of mine to help people be made into policy and this has given me the motivation to work on more projects hopefully within the MyTutor team
Focus on outcomes
S - I worked for SCDC as a resource officer and specialised in taxi licencing.
T - A part of my job was to process time-constrained licences for drivers. To give some perspective we had over 1500 drivers licenced to south Cambridgeshire.
A -
1. I noticed that I spent a lot of time chasing drivers up for certain documents or having to send them back because they were not signed correctly.
2. I told my line manager that we should train reception staff to scan through applications as they are handed in at reception and if they are incomplete then given straight back to the driver.
3. Once approved I created time to train each individual who worked on reception, explaining what needs to be included in the application and where to find it.
4. In addition I created a check list for the reception staff to use to make sure no mistakes were made
5. To make sure drivers also knew about the change of procedure I updated the SCDC website.
R - A result of this improvement the taxi licencing role was reduced from 2 people to 1 and learnt that small changes in working patterns can have big impacts on the efficiency of tasks
Tell me about a time you collaborated with others
S - I worked as an event manager for Cadburys promoting dinky deckers in the west of England.
T - I had to organise a group of eight people to run an event at Gloucester university freshers fair.
A -
In the build up to the event I had to collaborate with my team glousctishire freshers fair and head office
1. On the morning of the event I held a team meeting where I laid out my plan for the day and asked any members if they had ideas they could add and what roles they thought best suit them.
2. I listen to these suggestions adjusted the days agenda and gave the team members their roles.
I then got everyone to repeat some mottos that Cadbury wanted us to use will we were promoting.
3. After the meeting I approached a member of the team that I felt was a particularly quiet one on one to see if they were okay with days activities. It turned out that they were not happy with the role chosen for them but were to nervous to voice this. I seeked out a member of the group that I thought would be happy to swap roles and they did.
4. After the freshers fair was over I asked everyone individually how they thought the day had gone and if they had any input into how it could be improved.
R - As a result the freshers fair was successful and head office was happy with the feedback from me and the team but also Gloucester university.
Be proactive
S - During my year out I moved to Melbourne Australia to live for six months.
T - The job that I had planned to do fell through once I arrived and so had to find a new one.
A -
1. First I started assessing the different skills that I had and what my previous job experience was.
2. I decided i should try and find some work as a tutor so began looking for some students.
3. I designed flyers that outlined my experience and qualifications along side my contact details.
4. I began to give these flyers out in schools and by knocking door to door in residential areas
5. I also uploaded my details to online neighbourhood forums
I managed to find 15 students which was enough to be able to make a living while away.
R - I learnt how to interact with school teachers and parents and also experienced common troubles that tutors come across which i would be able to apply to my role for my tutor
