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I was interviewing a candidate for a position at my company. He was well-qualified and had a lot of experience. However, there was something about him that made me uneasy.
"Tell me about your experience with customer service," I asked.
"I have a lot of experience with customer service," he said. "I've worked in retail, food service, and call centers. I know how to handle difficult customers and I'm always willing to go the extra mile to make sure the customer is happy."
"That's great," I said. "Can you give me an example of a time when you went above and beyond for a customer?"
He thought for a moment. "Well," he said. "One time, I was working at a call center and I had a customer who was really upset. She was having trouble with her account and she had been on the phone with customer service for over an hour. I could tell she was starting to get really frustrated."
"So what did you do?" I asked.
"I stayed on the phone with her for over an hour myself," he said. "I listened to her problem and I tried to help her solve it. I also apologized for the inconvenience and I offered her a discount on her next purchase."
"That's impressive," I said. "What was the outcome?"
"In the end, I was able to solve her problem and she was very grateful," he said. "She told me that I was the best customer service representative she had ever spoken to."
I smiled. "That's a great story," I said. "It's clear that you're committed to providing excellent customer service."
We continued the interview for a while longer and I asked him a few more questions. I was still uneasy about him, but I couldn't put my finger on why.
Finally, I decided to ask him the big question. "Why do you want to work for our company?"
He looked me in the eye and said, "I want to work for your company because I believe in your mission and I want to be a part of your team. I'm also excited about the opportunity to work with such talented and intelligent people."
I was impressed with his answer. It was clear that he was passionate about our company and our mission.
"Thank you for your time," I said. "I'll be in touch soon."
He stood up and shook my hand. "Thank you for the opportunity," he said.
I watched him leave my office and I took a deep breath. I still didn't know if he was the right person for the job. But I knew that I had to give him a serious consideration.
ESL Homework
Scenario 1: You are interviewing a candidate for a position as a customer service representative. They tell you that they have a lot of experience with customer service, but you're not sure if they're really qualified. What questions can you ask them to find out more about their skills and experience?
Scenario 2: You are interviewing a candidate for a position as a software engineer. They tell you that they are very passionate about coding and that they are always learning new things. What questions can you ask them to assess their technical skills and knowledge?
Scenario 3: You are interviewing a candidate for a position as a sales representative. They tell you that they are very good at building relationships and that they are confident in their ability to close deals. What questions can you ask them to assess their sales skills and experience
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