PROBING SELECTION INTERVIEWING QUESTIONS
BOTH STANDARD AND COMPETENCY BASED.
STANDARD TYPE.
Following is a list of sample questions arranged around the six major job related topics in the employment interview. The questions in no way exhaust all the possible questions that can be asked in the employment interview. You will want to modify the questions and develop a list of your own as you become more proficient in employment interviewing.
A.EDUCATION AND TRAINING
1.What subjects did you enjoy the most? Why?
2.What subjects did you enjoy the least? Why?
3.In what subjects did you get your best grades?
4.In what subjects did you do least well? Why?
5. Why did you go to college?
6. What prompted you to choose as your major?
7.What special certificates or awards have you received?
8.How well do you think you have been prepared for the world of work? Why?
9.What courses do you think are directly transferable to the job?
10.What kinds of training have you received?
11.What kinds of skills were acquired as a result of that training?
12.Will you need additional training to do the job here?
13.What do you know about computer languages?
14.What do you know about (theories, ideas, concepts)?
------------------------------------------------------
B. WORKEXPERIENCE AND SPECIAL SKILLS
1.Tell me about your work history?
2.What are your special job strengths?
3.What did you like most about your last job?
4.What did you like least about your last job?
5.How have your previous work experiences prepared you for this position?
6.What was the major accomplishment on your last job?
7.Explain your job duties in your present (or past) job.
8.What did you do on your last job?
9.What did you find most frustrating on your last
job?
10.How satisfied are you with the job progress you have made so far?
11.What did you like about your boss? What did you dislike?
12. Why did you leave your last employer?
-------------------------------------------------------------------------------------
C. JOB PERFORMANCE EVALUATIONS
1.How well did you perform on your last job?
2.What kinds of evaluations did you receive on your
last job?
3.What were some of the positive aspects of your
evaluations?
4.What were some of the negative aspects of your
evaluations?
5.How effectively did your boss handle evaluations?
6.Do you think the evaluations you got were accurate? Why? Why not?
7.What is your attendance record?
8.How well do you work under pressure of deadlines?
9.What evidence can you provide that you can work
effectively under pressure?
10.How well did you get along with your boss?
11.How well did you get along with your co workers?
12.Do you prefer working alone or with groups?
-------------------------------------------------------------------------------------
D. CAREER INTERESTS AND WORK GOALS
1.What are your short and long term objectives or goals?
2.What would it take to be successful in such a job?
3.What kinds of things would you want to avoid in future jobs?
4.Do you prefer a large or small company? Why?
5.What other types of jobs have you considered?
6.What kinds of developmental experiences might be necessary to reach your goals?
------------------------------------------------------
E.INTEREST IN SPECIFIC JOB AND COMPANY
1.What is it about this job that appeals to you?
2.How do you feel about travelling, relocating, working overtime, alternating shifts, working weekends?
3.What do you know about this job?
4.What do you know about our company? Organization? Products? Services? Locations?
5.Why do you want to work for us?
6.What interests you about our product or service?
---------------------------------------------------
F.SALARY AND BENEFITS
1.What are your salary goals?
2.What kind of starting salary are you looking for?
3.What fringe benefits are most important to you?
4.How much are you worth to our company? Why?
5.What kind of annual increases are you expecting?
6.What kind of salary do you expect to be earning in five years?
7.What was the salary on your last job?
------------------------------------------------------
G.SELF ASSESSMENT QUESTIONS
1.What do you think has accounted for the success you have had so far in your career?
2.What would you say are some of the basic factors that motivate you in your work?
3.How have you grown in your job ove,r the last few year
4.Describe a difficult obstacle that you overcame in your last job. How did you handle it? What did you learn from the experience?
5.How would you describe your management style?
6.What kinds of things frustrate you most on a job? How do you cope with them?
7.What would you consider to be your greatest job achievements to date? Why?
8.How would you assess your ability to handle details? Evidence?
9.How successful are you at persuading others? Evidence?
10.How successful are you at handling employee problems?
11.How did you handle your biggest career disappointment?
The questions you ask should be aimed at getting facts that go beyond the application form but stay away from those factors that are not related to the job. You should be concerned with determining whether the applicant has the necessary qualifications to do the job and make certain that the questions are applied uniformly during the interview.
-------------------------------------------------
COMPETENCY BASED SAMPLE INTERVIEW QUESTIONS
The process of developing questions is based on employee competences,to sample questions which tie together tasks and employee competence. These questions can be asked of any applicant. If the question does not yield information related to the employee competence factor, it can be repeated or a probe can be used. The interviewer can modify these questions as needed. For example, if behavior descriptions are sought from applicants, they may be asked to identify a specific situation before these questions are asked. Applicants are then asked to describe their behavior in the situation and the outcome.
Competence Factor: Achievement Motivation
=====================================
Name two of your best accomplishments, including where the assignments came from, your plans in carrying them out, how you eventually did carry them out, and any obstacles you overcame.
What do you consider your greatest accomplishments in your present position?
Describe your accomplishments in community related activities.
PROBES:
=======
* What sparked your interest in this activity?
*What did you gain from this activity?
*What would be your greatest success to date?
What was the most difficult task or assignment you confronted in these jobs, and how did you deal with it?
------------------------------------------------
Competence Factor: Attention to Detail
================================
Describe a course, project, or work experience which was complex.
Probes:
=======
What kind of follow up did you undertake?
How much time was spent on unexpected difficulties?
------------------------------------------------------
Competence Factor: Career Interest
==============================
What led to your choice of the career you are planning?
Why did or did you not attend college (or graduate school, trade school, and so forth)? Why did you choose to major in this particular field?
How did you select your college or university?
Have you devised a career plan? If so, what is it, and how did you arrive at it?
Do you have long and short range work goals or objectives? When and why did you establish them, and how are you going to attain them?
How does this job work into your overall career plan?
What factors have been most important in your development to date?
*What accomplishments would you like to make in the next five years?
*Where do you see yourself five years from now, with regard to a career?
*What is your vision of yourself ten years from now?
*Have there been any obstacles hindering your ability to move ahead faster? If so, what?
--------------------------------------------------
Competence Factor: Creativity
=========================
Can you think of a situation where innovation was required at work?
Probe:
======
What did you do in this situation?
--------------------------------------------
Competence Factor: Decision Making
===============================
Discuss an important decision you have made regarding work or school.
Probe:
======
What factors influenced your decision?
---------------------------------------------------
Competence Factor: Educational Background
======================================
*What college subjects did you like best? Why?
*What college subjects did you like least? Why?
*What aspects of your education or training have prepared you for this job?
*How has your college experience prepared you for your working career?
-------------------------------------------------
Competence Factor: Human Relations Skill
====================================
Tell me about a course, work experience, or extracurricular activity where you had to work closely with others.
Probes:
=======
How did it go?
How did you overcome any difficulties?
*Tell me about a work experience where you had to work with the public.
Probe:
======
*How did you handle irate customers?
*When was the last time you worked with someone to accomplish a task? Can you tell me about it?
Probes:
=======
* How were the tasks divided between both of you?
*Who did you find the most difficult person you had to deal with? Describe an interaction which illustrates that difficulty.
Probes:
=======
Tell me about the last time you dealt with him/her?
What was the situation?
What did the two of you have to say?
How did you resolve the situation?
How do you manage subordinates who report to you?
-----------------------------------------------------
Competence Factor: Independent Work / initiative
=========================================
*Have you taken an independent study course?
*Describe it. Describe some work responsibilities which you had to accomplish on your own.
*Describe a project you started on your own.
Probes:
=======
What did you do?
Why did you do it?
*Can you think of a company policy that needed changing? What did you do in order to effect the change?
*What have you done on your present job that goes beyond what was required?
----------------------------------------
Competence Factor: Leadership
===========================
*Discuss a work situation in which you felt you successfully directed the work of others or marshalled resources.
*Give an example of your ability to manage or supervise others.
*What are the most important performance expectations in your area? How have you monitored the work in this area?
------------------------------------------------
Competence Factor: Learning Ability
==============================
*Tell me about a job you had which required you to learn new things.
*Tell me about a recent job or experience which you would describe as a real learning experience.
Probe:
======
* What did you learn from the job or the experience?
*Discuss the highlights of your most recent educational experience.
Probes:
=======
* What led you to the choice of your majo
Subjects liked most? Liked least?
Do you feel your grades reflected your efforts?
Any special achievements?
Most difficult problems?
---------------------------------------------
Competence Factor: Motivation
==========================
*Can you tell me why you are interested in this particular job?
*What are your long and shortrange goals at this point?
*Are you satisfied with this line of work?
*What are the pros and cons of this line of work in your opinion?
*Name a few things most important to you in your job.
*If you had to pick a favorite job, which one you would you choose?
------------------------------------------------
Competence Factor: Organization Commitment
========================================
*Can you think of some examples where you did work above and beyond the norm?
Probes:
========
What did you do?
Why were you chosen for it?
How did you feel about this?
----------------------------------------------
Competence Factor: Planning and Organizing
======================================
*Describe a project you had to control.
Probe:
=======
* What did you do?
*Of all the assignments which you have been given, which do you consider to have required the greatest amount of effort? How did you go about accomplishing this assignment?
Probes:
=======
Discuss the assignment.
Tell me how you handled it.
Was the assignment completed on time?
*Can you describe something you have implemented at work?
Probe:
======
* Ask about planning issues.
--------------------------------------------------------
Competence Factor: Problem Analysis
================================
*When you have been made aware of, or have discovered yourself, a problem in your work performance, what was your course of action?
Probe:
======
* Can you give me an example?
*In some aspects of work it is important to be free of error. Can you describe a situation where you have tried to prevent errors?
Probes:
=======
What did you do?
Outcome?
*Can you think of a situation where you had to solve a problem at work? What did you do in this situation?
-------------------------------------------------
Competence Factor: Stress Tolerance
===============================
*Describe a situation where you had to work under pressure.
Probes:
=======
What kind of pressure?
How did you cope?
*When was the last time you felt pressure on a job?
Probes:
=======
How did the situation come about?
How did you react?
What made you decide to handle it that way?
What effect, if any, did this have on your other responsibilities?
*Discuss the last time you made a decision when your instructions about what to do were ambiguous or contradictory.
Probes:
=======
What was the source of confusion?
*Did you seek clarification or counsel?
What were the reactions of others to your decision?
-----------------------------------------------
Competence Factor: Technical Ability
===============================
*Tell me about your work in mathematics.
Probes:
=======
What grades did you receive?
What was most difficult? Easy?
*I noticed on your resume that you attended training program. Can you de
scribe the training program?
Probe.
======
How did you do?
How have you made use of the course at work?
-----------------------------------------------------------------------
Competence Factor: Turnover Risk
================================
*Did you help finance your own education? How and why?
*Do you plan to continue your education? Why or why not?
*Why are you leaving your present job (why did you leave your last job)?
*Do you have plans for continued s tudy? An advanced degree?
-----------------------------------------------------------------------------------------------
Competence Factor: Written Communications
==========================================
*Tell me about your experience in preparlng written materials.
regards
LEO LINGHAM
From India, Mumbai
260BOTH STANDARD AND COMPETENCY BASED.
STANDARD TYPE.
Following is a list of sample questions arranged around the six major job related topics in the employment interview. The questions in no way exhaust all the possible questions that can be asked in the employment interview. You will want to modify the questions and develop a list of your own as you become more proficient in employment interviewing.
A.EDUCATION AND TRAINING
1.What subjects did you enjoy the most? Why?
2.What subjects did you enjoy the least? Why?
3.In what subjects did you get your best grades?
4.In what subjects did you do least well? Why?
5. Why did you go to college?
6. What prompted you to choose as your major?
7.What special certificates or awards have you received?
8.How well do you think you have been prepared for the world of work? Why?
9.What courses do you think are directly transferable to the job?
10.What kinds of training have you received?
11.What kinds of skills were acquired as a result of that training?
12.Will you need additional training to do the job here?
13.What do you know about computer languages?
14.What do you know about (theories, ideas, concepts)?
------------------------------------------------------
B. WORKEXPERIENCE AND SPECIAL SKILLS
1.Tell me about your work history?
2.What are your special job strengths?
3.What did you like most about your last job?
4.What did you like least about your last job?
5.How have your previous work experiences prepared you for this position?
6.What was the major accomplishment on your last job?
7.Explain your job duties in your present (or past) job.
8.What did you do on your last job?
9.What did you find most frustrating on your last
job?
10.How satisfied are you with the job progress you have made so far?
11.What did you like about your boss? What did you dislike?
12. Why did you leave your last employer?
-------------------------------------------------------------------------------------
C. JOB PERFORMANCE EVALUATIONS
1.How well did you perform on your last job?
2.What kinds of evaluations did you receive on your
last job?
3.What were some of the positive aspects of your
evaluations?
4.What were some of the negative aspects of your
evaluations?
5.How effectively did your boss handle evaluations?
6.Do you think the evaluations you got were accurate? Why? Why not?
7.What is your attendance record?
8.How well do you work under pressure of deadlines?
9.What evidence can you provide that you can work
effectively under pressure?
10.How well did you get along with your boss?
11.How well did you get along with your co workers?
12.Do you prefer working alone or with groups?
-------------------------------------------------------------------------------------
D. CAREER INTERESTS AND WORK GOALS
1.What are your short and long term objectives or goals?
2.What would it take to be successful in such a job?
3.What kinds of things would you want to avoid in future jobs?
4.Do you prefer a large or small company? Why?
5.What other types of jobs have you considered?
6.What kinds of developmental experiences might be necessary to reach your goals?
------------------------------------------------------
E.INTEREST IN SPECIFIC JOB AND COMPANY
1.What is it about this job that appeals to you?
2.How do you feel about travelling, relocating, working overtime, alternating shifts, working weekends?
3.What do you know about this job?
4.What do you know about our company? Organization? Products? Services? Locations?
5.Why do you want to work for us?
6.What interests you about our product or service?
---------------------------------------------------
F.SALARY AND BENEFITS
1.What are your salary goals?
2.What kind of starting salary are you looking for?
3.What fringe benefits are most important to you?
4.How much are you worth to our company? Why?
5.What kind of annual increases are you expecting?
6.What kind of salary do you expect to be earning in five years?
7.What was the salary on your last job?
------------------------------------------------------
G.SELF ASSESSMENT QUESTIONS
1.What do you think has accounted for the success you have had so far in your career?
2.What would you say are some of the basic factors that motivate you in your work?
3.How have you grown in your job ove,r the last few year
4.Describe a difficult obstacle that you overcame in your last job. How did you handle it? What did you learn from the experience?
5.How would you describe your management style?
6.What kinds of things frustrate you most on a job? How do you cope with them?
7.What would you consider to be your greatest job achievements to date? Why?
8.How would you assess your ability to handle details? Evidence?
9.How successful are you at persuading others? Evidence?
10.How successful are you at handling employee problems?
11.How did you handle your biggest career disappointment?
The questions you ask should be aimed at getting facts that go beyond the application form but stay away from those factors that are not related to the job. You should be concerned with determining whether the applicant has the necessary qualifications to do the job and make certain that the questions are applied uniformly during the interview.
-------------------------------------------------
COMPETENCY BASED SAMPLE INTERVIEW QUESTIONS
The process of developing questions is based on employee competences,to sample questions which tie together tasks and employee competence. These questions can be asked of any applicant. If the question does not yield information related to the employee competence factor, it can be repeated or a probe can be used. The interviewer can modify these questions as needed. For example, if behavior descriptions are sought from applicants, they may be asked to identify a specific situation before these questions are asked. Applicants are then asked to describe their behavior in the situation and the outcome.
Competence Factor: Achievement Motivation
=====================================
Name two of your best accomplishments, including where the assignments came from, your plans in carrying them out, how you eventually did carry them out, and any obstacles you overcame.
What do you consider your greatest accomplishments in your present position?
Describe your accomplishments in community related activities.
PROBES:
=======
* What sparked your interest in this activity?
*What did you gain from this activity?
*What would be your greatest success to date?
What was the most difficult task or assignment you confronted in these jobs, and how did you deal with it?
------------------------------------------------
Competence Factor: Attention to Detail
================================
Describe a course, project, or work experience which was complex.
Probes:
=======
What kind of follow up did you undertake?
How much time was spent on unexpected difficulties?
------------------------------------------------------
Competence Factor: Career Interest
==============================
What led to your choice of the career you are planning?
Why did or did you not attend college (or graduate school, trade school, and so forth)? Why did you choose to major in this particular field?
How did you select your college or university?
Have you devised a career plan? If so, what is it, and how did you arrive at it?
Do you have long and short range work goals or objectives? When and why did you establish them, and how are you going to attain them?
How does this job work into your overall career plan?
What factors have been most important in your development to date?
*What accomplishments would you like to make in the next five years?
*Where do you see yourself five years from now, with regard to a career?
*What is your vision of yourself ten years from now?
*Have there been any obstacles hindering your ability to move ahead faster? If so, what?
--------------------------------------------------
Competence Factor: Creativity
=========================
Can you think of a situation where innovation was required at work?
Probe:
======
What did you do in this situation?
--------------------------------------------
Competence Factor: Decision Making
===============================
Discuss an important decision you have made regarding work or school.
Probe:
======
What factors influenced your decision?
---------------------------------------------------
Competence Factor: Educational Background
======================================
*What college subjects did you like best? Why?
*What college subjects did you like least? Why?
*What aspects of your education or training have prepared you for this job?
*How has your college experience prepared you for your working career?
-------------------------------------------------
Competence Factor: Human Relations Skill
====================================
Tell me about a course, work experience, or extracurricular activity where you had to work closely with others.
Probes:
=======
How did it go?
How did you overcome any difficulties?
*Tell me about a work experience where you had to work with the public.
Probe:
======
*How did you handle irate customers?
*When was the last time you worked with someone to accomplish a task? Can you tell me about it?
Probes:
=======
* How were the tasks divided between both of you?
*Who did you find the most difficult person you had to deal with? Describe an interaction which illustrates that difficulty.
Probes:
=======
Tell me about the last time you dealt with him/her?
What was the situation?
What did the two of you have to say?
How did you resolve the situation?
How do you manage subordinates who report to you?
-----------------------------------------------------
Competence Factor: Independent Work / initiative
=========================================
*Have you taken an independent study course?
*Describe it. Describe some work responsibilities which you had to accomplish on your own.
*Describe a project you started on your own.
Probes:
=======
What did you do?
Why did you do it?
*Can you think of a company policy that needed changing? What did you do in order to effect the change?
*What have you done on your present job that goes beyond what was required?
----------------------------------------
Competence Factor: Leadership
===========================
*Discuss a work situation in which you felt you successfully directed the work of others or marshalled resources.
*Give an example of your ability to manage or supervise others.
*What are the most important performance expectations in your area? How have you monitored the work in this area?
------------------------------------------------
Competence Factor: Learning Ability
==============================
*Tell me about a job you had which required you to learn new things.
*Tell me about a recent job or experience which you would describe as a real learning experience.
Probe:
======
* What did you learn from the job or the experience?
*Discuss the highlights of your most recent educational experience.
Probes:
=======
* What led you to the choice of your majo
Subjects liked most? Liked least?
Do you feel your grades reflected your efforts?
Any special achievements?
Most difficult problems?
---------------------------------------------
Competence Factor: Motivation
==========================
*Can you tell me why you are interested in this particular job?
*What are your long and shortrange goals at this point?
*Are you satisfied with this line of work?
*What are the pros and cons of this line of work in your opinion?
*Name a few things most important to you in your job.
*If you had to pick a favorite job, which one you would you choose?
------------------------------------------------
Competence Factor: Organization Commitment
========================================
*Can you think of some examples where you did work above and beyond the norm?
Probes:
========
What did you do?
Why were you chosen for it?
How did you feel about this?
----------------------------------------------
Competence Factor: Planning and Organizing
======================================
*Describe a project you had to control.
Probe:
=======
* What did you do?
*Of all the assignments which you have been given, which do you consider to have required the greatest amount of effort? How did you go about accomplishing this assignment?
Probes:
=======
Discuss the assignment.
Tell me how you handled it.
Was the assignment completed on time?
*Can you describe something you have implemented at work?
Probe:
======
* Ask about planning issues.
--------------------------------------------------------
Competence Factor: Problem Analysis
================================
*When you have been made aware of, or have discovered yourself, a problem in your work performance, what was your course of action?
Probe:
======
* Can you give me an example?
*In some aspects of work it is important to be free of error. Can you describe a situation where you have tried to prevent errors?
Probes:
=======
What did you do?
Outcome?
*Can you think of a situation where you had to solve a problem at work? What did you do in this situation?
-------------------------------------------------
Competence Factor: Stress Tolerance
===============================
*Describe a situation where you had to work under pressure.
Probes:
=======
What kind of pressure?
How did you cope?
*When was the last time you felt pressure on a job?
Probes:
=======
How did the situation come about?
How did you react?
What made you decide to handle it that way?
What effect, if any, did this have on your other responsibilities?
*Discuss the last time you made a decision when your instructions about what to do were ambiguous or contradictory.
Probes:
=======
What was the source of confusion?
*Did you seek clarification or counsel?
What were the reactions of others to your decision?
-----------------------------------------------
Competence Factor: Technical Ability
===============================
*Tell me about your work in mathematics.
Probes:
=======
What grades did you receive?
What was most difficult? Easy?
*I noticed on your resume that you attended training program. Can you de
scribe the training program?
Probe.
======
How did you do?
How have you made use of the course at work?
-----------------------------------------------------------------------
Competence Factor: Turnover Risk
================================
*Did you help finance your own education? How and why?
*Do you plan to continue your education? Why or why not?
*Why are you leaving your present job (why did you leave your last job)?
*Do you have plans for continued s tudy? An advanced degree?
-----------------------------------------------------------------------------------------------
Competence Factor: Written Communications
==========================================
*Tell me about your experience in preparlng written materials.
regards
LEO LINGHAM
From India, Mumbai
hey leo dude... thnx for the questions...i was planning to interview sme dudes tday for senior positions...this will give me indepth info on them... regards scare_crow
From India, Mumbai
From India, Mumbai
Lio,
This is really good, is it possible for you to share with us some questions and probers with details on following competency factors :
Generic Competencies Customer Service Executive (Processing and Call Center)
1. Customer Focus
- Treats Customers With Courtesy And Sensitivity
- Builds Positive Rapport With Customers
- Makes Extra Effort To Satisfy Customer Needs
- Meets Commitment To Customers
2. Team Work
- Contributes To Building Team Spirit
- Establishes Effective Relationships
- Gives And Welcomes Feedback
- Contributes To Team Objectives
3. Systems And Technology Use
- Displays Working Knowledge Of Computers
- Navigates Between Screens Quickly And Accurately
- Exhibits Required Keyboarding Skills
- Accesses Data Efficiently
4. Schedule Adherences And Punctuality
- Begins Work On Time
- Keeps Absence Within Guidelines
- Returns On Time From Breaks And Meals
- Displays Flexibility Regarding Schedules
5. Stress Tolerance
- Performs Well Under Pressure
- Demonstrates Good Judgment
- Handles Unexpected Situations
- Maintains Composure In Stressful Situations
Competencies Customer Service Executive (Processing)
6. Attention To Details
- Follows Tasks Till Completion
- Performs Assigned Work Effectively
- Demonstrates High Levels Of Accuracy
- Ensures Less Significant (But Important) Tasks Are Not Missed
7. Resilience
- Deals effectively with pressure
- Maintains focus and intensity
- Remains Optimistic and Persistent
- Effectively maintains work life balance
8. Continual Learning
- Grasps the essence of new information
- Masters new technical and business knowledge
- Recognized own strength and weaknesses
- Pursues Self Development
9. Problem Solving
- Identifies and analyzes problems
- Distinguishes relevant and irrelevant information
- Makes Logical Decisions
- Provides Solutions to Individual and Team Problems
10. Numeric Ability
- Works well with large numeric data
- Demonstrates an ability to memorize numbers
- Is Flexible with quick calculations and workings
- Understands Statistical Terms and Forecasts
- Interprets Numbers to predict patterns etc
Competencies Customer Service Executive (Call Center)
11. Active Listening
- Concentrates on Caller
- Listens without Interrupting
- Asks Questions to Clarify and Verify Information
- Paraphrases Callers to ensure Understanding
12. Speaking
- Uses Voice to create and Hold Interest
- Chooses appropriate words and correct Grammar
- Speaks Clearly and at Appropriate rate
- Maintains Pitch and Volume
- Speaks with Positive Tone of Voice
13. Call Reporting
- Demonstrates familiarity with Call Tracking Systems
- Enters Call related Information Quickly
- Summarized Calls Clearly and Concisely
- Uses Correct Terminology
- Demonstrates Understanding of ACD Statistics
14. Handling Difficult Calls
- Demonstrates Patience and Willingness to Help
- Remains Calm in Demanding Situations
- Defuses Negative Emotions
- Expresses Empathy for Customer Satisfaction
- Resolves Complaints for Maximum Satisfaction
15. Negotiation Skills
- Demonstrates an ability to Persuade others
- Builds consensus through give and take
- Gains Cooperation to accomplish goals
- Facilitates win-win situations
Awaiting a response and thanks in anticipation of an early response.
Abdul
From United Kingdom, London
This is really good, is it possible for you to share with us some questions and probers with details on following competency factors :
Generic Competencies Customer Service Executive (Processing and Call Center)
1. Customer Focus
- Treats Customers With Courtesy And Sensitivity
- Builds Positive Rapport With Customers
- Makes Extra Effort To Satisfy Customer Needs
- Meets Commitment To Customers
2. Team Work
- Contributes To Building Team Spirit
- Establishes Effective Relationships
- Gives And Welcomes Feedback
- Contributes To Team Objectives
3. Systems And Technology Use
- Displays Working Knowledge Of Computers
- Navigates Between Screens Quickly And Accurately
- Exhibits Required Keyboarding Skills
- Accesses Data Efficiently
4. Schedule Adherences And Punctuality
- Begins Work On Time
- Keeps Absence Within Guidelines
- Returns On Time From Breaks And Meals
- Displays Flexibility Regarding Schedules
5. Stress Tolerance
- Performs Well Under Pressure
- Demonstrates Good Judgment
- Handles Unexpected Situations
- Maintains Composure In Stressful Situations
Competencies Customer Service Executive (Processing)
6. Attention To Details
- Follows Tasks Till Completion
- Performs Assigned Work Effectively
- Demonstrates High Levels Of Accuracy
- Ensures Less Significant (But Important) Tasks Are Not Missed
7. Resilience
- Deals effectively with pressure
- Maintains focus and intensity
- Remains Optimistic and Persistent
- Effectively maintains work life balance
8. Continual Learning
- Grasps the essence of new information
- Masters new technical and business knowledge
- Recognized own strength and weaknesses
- Pursues Self Development
9. Problem Solving
- Identifies and analyzes problems
- Distinguishes relevant and irrelevant information
- Makes Logical Decisions
- Provides Solutions to Individual and Team Problems
10. Numeric Ability
- Works well with large numeric data
- Demonstrates an ability to memorize numbers
- Is Flexible with quick calculations and workings
- Understands Statistical Terms and Forecasts
- Interprets Numbers to predict patterns etc
Competencies Customer Service Executive (Call Center)
11. Active Listening
- Concentrates on Caller
- Listens without Interrupting
- Asks Questions to Clarify and Verify Information
- Paraphrases Callers to ensure Understanding
12. Speaking
- Uses Voice to create and Hold Interest
- Chooses appropriate words and correct Grammar
- Speaks Clearly and at Appropriate rate
- Maintains Pitch and Volume
- Speaks with Positive Tone of Voice
13. Call Reporting
- Demonstrates familiarity with Call Tracking Systems
- Enters Call related Information Quickly
- Summarized Calls Clearly and Concisely
- Uses Correct Terminology
- Demonstrates Understanding of ACD Statistics
14. Handling Difficult Calls
- Demonstrates Patience and Willingness to Help
- Remains Calm in Demanding Situations
- Defuses Negative Emotions
- Expresses Empathy for Customer Satisfaction
- Resolves Complaints for Maximum Satisfaction
15. Negotiation Skills
- Demonstrates an ability to Persuade others
- Builds consensus through give and take
- Gains Cooperation to accomplish goals
- Facilitates win-win situations
Awaiting a response and thanks in anticipation of an early response.
Abdul
From United Kingdom, London
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Sample Competency Based Interview Questions.doc