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Behavioral Interview - BEI - Competency - Customer Care


Customer Care

Behavioral Event Interview - David McClelland created an interviewing technique to identify the competencies of average and superior performers.


The Behavioral Event Interview process asks a subject to describe three peak successes and three major failures in a short-story fashion. Trained facilitators ask a series of structured questions of job incumbents to determine the similarities of average performers to superior performers.


The interviewer acts as an investigative reporter asking several questions. Several sets of interviews are conducted for each position in order to collect the necessary & relevant data. Targeted BEIs use questions designed to focus candidates on incidents likely to reveal competencies pertinent to the job being filled.


Another time-and-cost-saving technique is training the interviewer to recognize and code emotional competencies during the interview. The challenge, however, is to find someone very experienced in the BEI technique who is able to handle both the interviewing and coding tasks.


Competency - Creating Impressions

  • Can you provide some examples of your client management experience? What excited you about those experiences?

  • Tell me your experience in creating a first impression to a client? What did you enjoy about that? What did you not like about that experience?

  • What has been your experience in creating a first impression amongst colleagues and teams? What is easy about that what is difficult about that in terms of your experience?

  • What do you dislike most about dealing with people or customers? Has there ever been a time that you have dealt with personal criticism relating to a service that you have delivered?

  • Describe an instance where you have delivered more than is expected of you? Have you received praise relating to the levels of service that you have delivered?

Competency - Managing Difficult Clients

  • Tell me about a situation when an unhappy client was converted into a happy client? What happened? What was your role in that? Winning a Client

  • Can you provide examples from your experience on what makes a client come back to your clinic or store to shop again?

  • In your opinion what should we do more to keep a client happy and what should we do less to ensure that a client is not unhappy?

  • Can you give an example of a time that you have sold an idea, concept or product by identifying a particular need, issue or concern in the mind of the person you are selling to?

  • Can you talk me through the last occasion on which you presented a persuasive argument to another person or can you describe the last sales call that you made?

  • Was there ever time, whilst selling a product or idea, where you adapted your approach to suit the person you were selling to?

  • Describe a time when you could not persuade someone to your point of view?

  • What is the most difficult sales situation that you have ever encountered?

Competency - Client Management Values

  • In your opinion is selling more important than client satisfaction? Can you provide me an example when you had to choose one for the other? Why? What did you learn from that experience?

  • Give an example of how you provided service to a client beyond their expectations. How did you identify the need? How did you respond?

  • Tell me about a time when you had to deal with a client service issue. Describe a situation in which you acted as an advocate within your organization for your client needs, where there was some organizational resistance to be overcome.


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