STAR principles Sample 2

nicoleac

In a second example, a candidate for a customer services role is asked: "Describe a situation when you had to deliver excellent customer service following a complaint"

• Situation: "A customer rang up complaining that they'd waited more than two weeks for a reply from our sales team regarding a product query."

• Task: "I needed to address the client's immediate query and find out what went wrong in the normal process."

• Activity: "I apologised, got the details and passed them to our head salesperson, who contacted the client within the hour. I investigated why the query hadn't been answered. I discovered that it was a combination of a wrong mobile number and a generic email address that wasn't being checked. I let the client know and we offered a goodwill discount on her next order."

• Result: "The client not only continued to order from us but posted a positive customer service tweet."