Going Above and Beyond For A Customer (Evaluation)

This video segment provides feedback on an individual's response to a behavioral interview question: "Tell me about a time when you went above and beyond for a customer."

• Strengths:

  • Impactful Story: The interviewee described a compelling situation where they went above and beyond to help a customer who was facing a significant issue with their credit card insurance.
  • Demonstrated Initiative: They proactively investigated the issue, identified a potential resolution, and engaged with key stakeholders, including a senior executive, to advocate for the customer.
  • Highlighted Positive Outcomes: The interviewee emphasized the positive outcomes of their actions, including:
    • Resolving the customer's issue and restoring their satisfaction.
    • Retaining a valuable customer who was considering canceling their card.
    • Driving a policy change to improve the customer experience for future cardholders.

• Areas for Improvement:

  • Further Emphasize Leadership and Influence: While the interviewee mentioned engaging with the SVP, they could have further emphasized their leadership and influence by describing how they:
    • Presented a compelling case for the customer's situation.
    • Overcame potential objections from the SVP.
    • Effectively communicated the importance of this issue to senior leadership.
  • Quantify Impact Further: While the interviewee mentioned the customer's annual spending, they could have further quantified the impact of their actions by:
    • Estimating the potential lifetime value of the customer.
    • Describing the positive impact on customer satisfaction scores.
    • Highlighting the potential long-term benefits of the policy change.

• Overall: The interviewee provided a strong foundation for their response. By incorporating the suggested improvements, they can further enhance their ability to effectively communicate their accomplishments and demonstrate their leadership, problem-solving, and customer-centric approach in a job interview setting.

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