Question: Describe a time when you had to help a customer deal with an issue with a product or service that they bought from your company.

Alternative Question Phrasing:

Tell us about a time when you had help your customers deal with a problem with your employer’s product or service.

Follow-up questions:

Question Details:

Question Type:

Behavioral

Skills:

Basic – Critical Thinking,Basic – Science and Logic,Complex Problem Solving,Social – Service Orientation (Customer Service/Focus),Social – Social Perceptiveness,Systems – Judgment and Decision Making

Abilities:

Cognitive – Originality,Cognitive – Problem Sensitivity (Problem Recognition)

Other Factors:

Candidate Preparedness,Personality-Job Fit,Personality-Organization Fit,Self-Awareness

Work Activity (Task):

Information Input – Estimating Characteristics of Objects, Events, or Information,Information Input – Identifying Objects, Actions, and Events,Interacting with Others – Communicating with Persons Outside Organization,Mental Processes – Analyzing Data or Information,Mental Processes – Judging the Value of Things, Services, or People,Mental Processes – Making Decisions and Solving Problems,Mental Processes – Thinking Creatively (Creativity)

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Attention to Detail,Compassion/Concern for Others,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate has thorough knowledge about the products and services of their company.
If the candidate demonstrates the use the proper soft skills in handling customer’s issues.

Red Flags to Watch For:

If the candidate is over confident and provides an unrealistic example to support the answer.

Sample Answer:

N/A

Question Source: https://www.totaljobs.com/advice/most-common-competency-based-interview-questions