Question: What is your approach to using or incorporating customer feedback into improving work processes?

Alternative Question Phrasing:

How do you use customer feedback? How do you develop a new system or work process while always keeping the customer’s response well in mind?

Follow-up questions:

How do you filter which feedback is useful?

Question Details:

Question Type:

Knowledge/Skill Based

Knowledge:

Customer and Personal Service,Sales and Marketing

Skills:

Basic – Critical Thinking,Social – Service Orientation (Customer Service/Focus)

Abilities:

Cognitive – Category Flexibility (Mental Flexibility),Cognitive – Inductive Reasoning,Cognitive – Problem Sensitivity (Problem Recognition)

Work Activity (Task):

Interacting with Others – Change Management,Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Working Directly with the Public

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

Interpersonal Relationships – Deal With External Customers,Interpersonal Relationships – Deal With Unpleasant or Angry People,Interpersonal Relationships – Electronic Mail,Interpersonal Relationships – Face-to-Face Discussions,Interpersonal Relationships – Online Text Chat,Interpersonal Relationships – Responsibility for Outcomes and Results of Others

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Adaptability/Flexibility,Analytical Thinking

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s ability to handle feedback.
The candidate’s acknowledgement of the importance of feedback.

Red Flags to Watch For:

The candidate’s defensiveness in handling feedback.

Sample Answer:

Feedback is part of the process of achieving excellence. An efficient feedback mechanism must be in place to achieve this. If there is negative feedback in the TAT (turn around time) of responding to a customer, for instance, we must find ways to address this issue and establish standards.

Question Source: https://www.jobbankusa.com/interview_questions_answers/