Answering a Behavioural Question

Here is an example of a good answer to the question about dealing with a difficult customer:

Use SOAR as a story telling format.

I remember one time when I was on cash on a Friday evening before a long weekend.  It was almost closing time, the line-up was really long, and I spotted one of our most important and most difficult customers in line.  He was getting very impatient, and sure enough, I got him!

He had a cheque from a property insurance company for $3,000 that he wanted to deposit.  He also said that he wanted to get $3,000 in travellers cheques because he was leaving for holidays the next morning at 6:30 a.m.  I knew I was in for a scene because the cheque was not properly endorsed and he only had $600 in his account.

I decided to be very straightforward with him.  I said, "Mr. Customer I hate to have to tell you this, but we need to have the endorsement of your wife before we can deposit this.  I can see that this is a problem for you, and I can think of two options."

"I can get the travellers cheques ready while you go and get your wife to endorse this.  I'll ask the manager to stay late with me so that you're sure to have your money for the trip.  The other option is for you to use your personal line of credit.  I know that this would result in interest charges, but it's an option."

Much to my surprise, he stayed calm.  He actually thanked me for my suggestions and left quickly to get the endorsement.  Everything worked out, and my manager and I ended up leaving only about half an hour late.

Preparing for Behavioural Interviews

The interviewer will expect you to pause before replying to a behaviour-based question.  You need to gather your thoughts and think through your story. Also, take your time answering.  It should take two or three minutes to tell the story in detail.  Any less time may mean that you have not provided enough detail.  If you talk longer than that, you risk rambling on and boring the interviewer.

To be prepared, think about your most important skills and strengths.  Recall a story or two from the past where you used each of those skills.  Be ready to talk about a specific situation, what you did and the result.  With six to eight well-prepared examples from your past, you can easily answer several behaviour-based questions.  You'll find a list of behaviour-based questions on page 13.

You may also be asked to elaborate on any number of the bullet points you have included in your résumé, so be prepared to describe them in more detail.  The more you practice telling your stories, the better you will come across in a real interview.

Behaviour-Based Interview Questions

• Tell me about a time when you had to handle a difficult customer.  What did you do?
• Give me an example of a recent problem you faced on the job, and tell me how you solved it.
• Tell me about a deadline you had to meet in your job at ABC Canada.  How did you make sure it was met?
• What have you done in your last job to contribute to teamwork?  Be specific.
• Tell me about a situation in the past year in which you had to deal with a difficult co-worker.
• When was the last time you had to go above and beyond the call of duty in order to get a job done?
• Tell me about a time when you were faced with work problems or stresses that tested your coping skills.  What did you do?
• You say you are creative.  Can you give me a specific example of that?
• What is your approach to customer service and can you give me an example of how you have put that into practice?
• What is your definition of teamwork and can you tell me how you put it into practice by relating a specific incident?
• Tell me about a time when your department was short-staffed.  How did you contribute to getting the work done?
• When was the last time you were praised for a job well done?  What were the circumstances?