Notes

Tell me about yourself

- First of all I would like to thank you for inviting me for this interview today
- I have applied for this position because I believe the skills, qualities and experience I possess are a suitable match for this occupation and can be utilized to benefit this organization.
- I am a strong believer of getting along with everyone in the working environment so that we are able to work openly, collectively and productively to achieve our objectives.
- I would also say that I have conditioned myself to work under pressure and in fact enjoy working under pressure as it can force the best out of me.
- From previous experiences, I find myself good at building a connection with customers during interactions. From understanding their problems and resolving their issues creates a level of satisfaction not only for the customer but for myself as well as I take pride in delivering excellent services to when they are needed.

How do you deal with a heavy workload?
- I would create a list of all the things that need to be done
- Then, prioritize each task according to its importance
- Set a realistic time on when I should complete each task
- Share the burden with colleagues to improve productivity
- This in turn will reduce the stress and prevent me from getting overwhelmed due to bad organizational skills

How do you deal with angry or confrontational customers?
- It is important to stay calm and carry yourself out in a polite manner when dealing with irate customers. By maintaining a level of composure, it allows me to actively listen to any problems the customer has. If not always, I empathize with the customer and apologize for any inconveniences. I will then present to them a resolution for any of their problems. If they are happy with the result I will carry this out.
- An example where I had to face an angry customer was when a customer was when I worked on General merchandise for M&S. A man was extremely disappointed and angry with the quality of the shoes he had bought since after wearing it for one day, the sole had holes in them. After understanding the situation, I kindly asked whether he would like to have a refund or choose an alternative which was a little more expensive. As a result, I processed a refund for him and he then went on to buy a the alternative shoe I had provided.

How do you deal with customers with disabilities? What services does the council offer to make it easier for disabled customers?
- I always aim to understand what disability the customer has, as there is a range of disabilities and they should not be treated the same. I treat the person with equity as there should always be a maintained level of fairness in all situations despite a person's inability to do certain things.









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