Question: Describe a time when you inherited a customer or took over a client account from a coworker. What did you do to establish rapport and trust with the customer?
Alternative Question Phrasing:
- Tell me about a time you have “inherited” a customer.
- What steps did you take to establish rapport with them?
- What did you do to gain their trust?
Follow-up questions:
- Did you experience any challenges?
- How did you handle the said challenges?
- Can you comfortably handle such a situation now?
Question Details:
Question Type:
Abilities:
Other Factors:
Work Activity (Task):
Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Provide Consultation and Advice to Others,Interacting with Others – Selling or Influencing Others,Mental Processes – Updating and Using Relevant Knowledge
Work Context (Person-Job/Team/Org Fit):
Interpersonal Relationships – Deal With External Customers,Interpersonal Relationships – Face-to-Face Discussions,Interpersonal Relationships – Online Text Chat,Interpersonal Relationships – Telephone,Job Structure – Level of Responsibility (Impact of Decisions on Co-workers or Organization Results)
Work Style (Person-Job Fit):
What to look for in an answer:
You are looking for good interpersonal skills and relation with people both inside and outside the organization.
You are looking for ability to create rapport.
You are looking for critical thinking and problem identification and solving skills.
Red Flags to Watch For:
If the interviewee had trouble communicating with the customer to come to a consensus. If the interviewee ignores the question with no good reason thereof.
Sample Answer:
N/A
Question Source:
https://www.zippia.com/employer/behavioural-interview-questions/