Question: Describe a time when you were initially confused by a customer’s request, but managed to successfully clarify the request. What happened and what did you do?

Alternative Question Phrasing:

Tell me about a time that you were confused by a customer’s request. What steps did you take to clarify things?

Follow-up questions:

Are you able to better handle such a situation now, in case it reoccurs?

Question Details:

Question Type:

Behavioral

Skills:

Basic – Active Listening,Basic – Critical Thinking,Basic – Reading Comprehension,Basic – Speaking,Basic – Writing,Social – Rapport Buiding/Relating and Connecting with others,Social – Social Perceptiveness

Abilities:

Cognitive – Category Flexibility (Mental Flexibility),Cognitive – Information Ordering,Cognitive – Problem Sensitivity (Problem Recognition)

Work Activity (Task):

Information Input – Estimating Characteristics of Objects, Events, or Information,Information Input – Gathering Information,Information Input – Identifying Objects, Actions, and Events,Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Resolving Conflicts and Negotiating with Others (Conflict Management),Interacting with Others – Working Directly with the Public

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

Work Style (Person-Job Fit):

Adaptability/Flexibility,Approachability,Attention to Detail,Handling Ambiguity,Patience,Politeness

Question Frequency

Question Difficulty

What to look for in an answer:

You are looking for ability to communicate well to people outside the organization.
You are looking for problem solving abilities in interviewee.
You are looking for creativity and skill in dealing with customers and thinking when working out an answer.
You are also looking for keenness and attention to detail in interviewee.

Red Flags to Watch For:

If the interviewee was unable to clearly communicate with the customer to rectify the misunderstanding.
If the interviewee ignores the question.

Sample Answer:

N/A

Question Source: https://www.zippia.com/employer/behavioural-interview-questions/