Go Flashcards
(30 cards)
Tell me about yourself?
My name is [BLANK], and I currently work as an independent contractor. I graduated from [BLANK] college with an Associate’s degree in Math & Science. I have experience in customer service where I was able to move up and become a lead. I also have experience working in IT working help desk. I’m really passionate about helping others. I would like to continue to grow and develop my skills even further and I feel like this is the perfect place for that.
Why do you want to work for CVS?
That’s a great question. There are actually several reasons why I’m interested in working for CVS, but one of the things that really stood out to me is your company’s core values. Specifically, putting people first. I love reading that. I want to work for a place where they value people both the customer and the employees. So, seeing that on your website was really motivating for me. And I feel like I would be great fit because I’m really passionate about helping others.
What can you bring to this company?
I can bring a unique combination of skills and experiences to CVS. As a bilingual customer service representative, I can effectively communicate with a diverse range of customers, ensuring that language barriers do not hinder their access to quality service.
I can bring the ability to solve challenging problems while under pressure. I can bring loyalty, trustworthiness, passion, and determination to succeed.
My dedication to providing excellent customer service and my ability to build strong relationships will contribute to the positive experience CVS aims to offer its customers.
Talk about a time you think you could have handled a call better.
One time, a customer called regarding an issue with their laptop that didn’t end up getting fixed, and while I addressed their concerns and offered to help, I realized I could have handled the call better by actively listening more intently to their frustration and offering a sincere apology right away, instead of jumping to solutions too quickly. I could have also followed up with a personalized email to ensure it was good now.
What is your biggest weakness
My biggest weakness is that I sometimes have trouble saying ‘no’ and end up taking on more tasks than I can handle. In the past, this has led me to fall behind with my work. To help myself improve in this area, I like to use notes, so I can visualize how much work I have at any given moment and know whether or not I have the bandwidth to take on more.
What is your biggest strength?
One of my greatest strengths is I’m good at communicating and active listening. I played soccer since I was 5, so I really developed strong communication skills playing in a team. This has served me well in a previous job which allowed me to move up to a lead and also eventually get offered the supervisor position. I was able to communicate well with the team and make sure everything got done on time.
Describe your work flow style
My workflow style is focused on efficiency and teamwork. I like breaking up tasks into chunks and tackling them one at a time. I make sure to communicate regularly with my team to share updates. This helps ensure that everyone is on the same page and that we can address any issues quickly.
My workflow style is systematic and adaptable. I start by organizing my tasks and setting clear priorities to ensure that the most critical issues are addressed first. I use tools like notes and calendars to stay organized and on schedule. I also believe in being flexible and responsive to changing needs, especially in a customer service role where unexpected issues can arise. This helps me maintain a high level of efficiency and ensures that customers receive timely and effective support.
Tell me about a time where you made a mistake and how you handled it?
During my time at the help desk, I once miscommunicated the expected resolution time for a customer’s issue. I told them it would take a few hours, but it actually required a full day. When I realized the mistake, I immediately contacted the customer to apologize and explain the correct timeframe. I also provided regular updates throughout the day to keep them informed. This experience taught me the importance of setting accurate expectations and maintaining clear communication.
- There was an instance where I mistakenly closed a support ticket thinking the issue was resolved when it wasn’t. The customer reached out again, understandably frustrated. I quickly reopened the ticket, apologized for the oversight, and prioritized their issue to ensure it was resolved promptly. I also reviewed my process to prevent similar mistakes in the future. This helped me understand the importance of thoroughness and double-checking my work.
Name a time you went above and beyond.
A customer was struggling to place an order for tickets on our website. He was not very confident with technology and was worried about giving his payment details online.
This was my opportunity to go above and beyond what was normally required to help the customer and to show her how much we cared about the service we provided.
I started off by reassuring the customer I would help him. I asked him numerous questions about what tickets he wanted to order, and I then spent time talking him through the process of placing his order online. I wrote down the steps, so I could walk him through each step patiently and calmly. Each time he got stuck, I would go back a step and start again.
Although it took longer in total to complete, I had helped a customer achieve something they’d never had the confidence to do before. From that day forward the customer used our website numerous times again to purchase tickets, which was great news for our company.
Describe a time you were in a situation and where something was out of your control
My previous job at Castle Park. We advertised deals online and around the park. One of the soda bottles had a deal going on for the weekend and it sold out quickly. By the middle of the day, we were completely out of stock.
One customer approached me and expressed their dissatisfaction with the lack of inventory. I apologized to them, explained that they have more coming in and told them the bottles would arrive in a couple of hours. I handled the situation calmly and used reason to explain the circumstances. Likewise, I also learned to have more in stock before we opened when we had deals going.
Tell me about your past work experience
How do you handle rude customers?
I would handle a rude customer by following a set process that I’ve used in the past that has always worked.
The first thing I would do is listen to the customer. It’s really important to listen to the customer and let them speak. Let them tell you what the problem is. While they are speaking, I would use effective listening skills to demonstrate to them that I am paying attention.
The second thing I would do would be to ask them probing questions to get to the bottom of what the issue is and what their needs are. I would also try to build a proper connection because I think that if you build a connection with the customer, then it enables you to come out with a successful resolution for them.
I would then come up with a solution to their problem and I will confirm with them that they were happy with the solution that I have provided them with.
Finally after confirming they were happy, I would contact them again just to check that they were still happy. I would look for ways to prevent from the same situation happening again.
What does good customer service mean to me?
It is always trying to go above and beyond from what is expected. If a company does the little things that make it stand out from its competitors then that’s a positive thing.
A time where you dealt with a very angry customer.
In a previous role, a customer asked for a refund because they were having issues with some arcade games. There was a no refund policy and it was displayed all over the arcade. When I told the customer this, the customer became very angry. So it was my task to remain calm, be positive, and find a solution for the customer that they were happy with. I maintained my position on not being able to give them a refund, but I suggested to the customer that they could either get their tokens back from the arcade game or if they could show me which games they were having issues with, I could try to see if I can get it working. Eventually the customer calmed down and showed me the games and I was able to get it working again.
What did you do when you had a colleague who you did not get along with
In college when I first started a team project, a member of the team made things quiet difficult. He was dismissive of my ideas during our team meetings. He didn’t really want to help me at times.
So I had 2 options. I could either ignore him or I could work hard to build a better relationship Latino ship for the sake of the team. I chose the 2nd option. So during a break I spoke to him about what he was watching on his phone and it turns out that we both enjoyed watching soccer. So this was my opportunity to talk about the games and this had a significant impact on our working relationship moving forward. From that moment on, things improved and he really tried helping me when I needed it.
When you experienced a sudden influx of tasks at work, what did you do to make sure you did not fall behind?
Dealing with a frustrating situation at the workplace.
Is it more important to help others or focus on your own
One word to describe yourself?
I am RESPECTFUL of other people’s backgrounds, opinions, and views. I can be relied upon to demonstrate my employer’s core values in my work, and treat people with dignity and courtesy at all times.”
Why do you want to work in customer service?
I really enjoy helping people. Seeing the direct impact I can have on a customer is very rewarding to me. There is a high level of responsibility being the face or voice of the company and I take pride in that role.
Tell me about a time you advocated for a customer.
One time, a customer was waiting for his computer to get fixed, and they were feeling frustrated because he had submitted a ticket but had not heard back. I made sure to actively listen to their concerns and empathize with their situation. I then advocated for the customer by escalating the issue and making it a high priority and following up with the customer to ensure that their problem was resolved to their satisfaction.
Tell me about a time you dealt with a very frustrated customer.
In a previous role, a customer asked for a refund because they were having issues with some arcade games. There was a no refund policy and it was displayed all over the arcade. When I told the customer this, the customer became very angry. So it was my task to remain calm, be positive, and find a solution for the customer that they were happy with. I maintained my position on not being able to give them a refund, but I suggested to the customer that they could either get their tokens back from the arcade game or if they could show me which games they were having issues with, I could try to see if I can get it working. Eventually the customer calmed down and showed me the games and I was able to get it working again.
Tell me about a time when you sought out a new challenge at work? Why did you choose that challenge? What did you learn? Were you able to gain support for this challenge? What were the outcomes?
A time where I sought out a new challenge was when I lead the team in closing duties. We were always getting out past our scheduled time or having to clock out at our scheduled time without being able to finish all the tasks besides the important ones. I knew that was something that could be fixed. When I was given the opportunity to take the lead, I took it. So I assigned everyone tasks and made sure they would get a head start right before we closed while it was slowing down. I made sure everything was getting done in time. I was able to get experience in leading a team. After that my manager and supervisor were confident in me to lead closing shifts and it really opened up for me to be given more responsibilities which lead me to become a lead and later get offered the supervisor position.
Tell me about a particularly complex problem you solved with a simple solution and the behavior that was demonstrated.
While working in IT, a professor was having an issue with Microsoft Outlook which was becoming a very common problem at the time. He was really frustrated about it. I asked him if he could explain what he has tried and I looked at the notes to see what someone tried since someone had worked on it earlier and it didn’t solve the issue. They tried what I was going to do, so I decided to google it and see if I can find a different solution to it and was able to find another solution. I tried it out and it fixed it. I included the solution in the notes so others can try it if the other solution doesn’t work. I let him know that I would follow up with him later to make sure everything was good. He was really happy and appreciative. It became a solution that others started to use when they came across the same issue.
