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Develop Initial Interview Question Paper

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Case Study 6

3. Develop initial interview questions. Staffing services believes that a half-hour interview will be appropriate, with about 3 minutes per interview question. They would like 5 behavioral interview questions and 5 situational interview questions. Each interview question should have a very specific KSAO target as shown in the example.

Behavioral:

1. Tell me about a time when you had to make a decision that benefitted the company, but went against your personal values.

2. Tell me about a time you had to go beyond your comfort zone and personal limits to satisfy an unhappy customer.

3. Tell me about a time where you wish you had handled a situation differently with a colleague.

4. Tell me about a time you offered constructive …show more content…

Performance Dimensions: Customer service
Task: Identify customer, effectively seek a solution which results in customer satisfaction.
Knowledge: Customer Service
Skill: Judgment
Ability: Effective communication; reasoning.
Interview Question: Tell me about a time you had to go beyond your comfort zone and personal limits to satisfy an unhappy customer.
Scoring Key: 1: Applicant fails to mention anything related to customer service. 2: Applicant identifies something related to customer service, but does not provide a solution. 3: Applicant identifies concepts related to customer service and provides a solution. 4: Applicant fulfills requirements of 3, and exhibits KSAOs.
Interviewer Comments: Applicant was satisfied with the question and thought it contributed to the overall interview process.

Job Title: Department Manager
Item Description: Behavioral interview question requiring the applicant to provide a response about difficulty he or she may have had with a colleague and how they handed it.
Performance Dimensions: Oral expression
Task: Confront employee in an ethical, professional …show more content…

How would you resolve the conflict and ensure customer satisfaction? Scoring Key: 1: Applicant fails to demonstrate customer service practices knowledge and fails to comply with company policy 2: Applicant sufficiently follows company policy, but fails to demonstrate customer service knowledge. 3: Applicant sufficiently follows company policy and customer service practices. 4: Applicant complies with company policy and demonstrates excellent customer service practices. Interviewer Comments: Candidate felt this was a great question for a common situation in the retail

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