BSBMGT517 Action Plan Assessment 2

Role Play (Candidate A)

Interviewer: Good morning. Please relax and have a seat.

Candidate A: Thank you.

Interviewer: How are you feeling? Is it easy to find the office here?

Candidate A: I feel great. Thank you. I find this office easily as I’m quite familiar with this neighbourhood.

Interviewer: Good to hear. If you don’t mind, let’s get the interview started. Do you consider yourself as a self-motivator?

Candidate A: Absolutely. I am passionate about this work and am therefore always looking for new and innovative ideas to bring to a project.

Interviewer: Would you like to provide us an example?

Candidate A: For example, I was so inspired by the last ad campaign I worked on that I suggested a number of unique ad strategies that my employers loved and ultimately implemented. My passion motivates me to think creatively and produce results.

Interviewer: How is your organization skill?

Candidate A: I have excellent organization skills. I can manage a customer’s phone call whilst taking the note for things to be done in the following.

Interviewer: What customer service tools do you have experience with?

Candidate A: I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.

Interviewer: What would you do if a frustrated customer complained about a widely known problem with the company’s product?

Candidate A: I would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.

Interviewer: How do you know about our company?

Candidate A: I’ve been searching for some info about your company. And I like what I’ve found.

Interviewer: Thank you for your time. We’ll give you a call in the following 2 weeks if we’d like to have you in our team.

Candidate A: Thank you for seeing me. I look forward to your call.

Role Play (Candidate B)

Interviewer: Good afternoon. Please relax and have a seat.

Candidate B: Thank you.

Interviewer: How are you feeling? Is it easy to find the office here?

Candidate B: Not bad. Thank you for asking. I find this office in no trouble at all.

Interviewer: Alright. Shall we start. Do you consider yourself as a motivated person?

Candidate B: I do consider myself as a self-motivated person. I have passion in what I do, and that’s how I love myself. That’s being responsible for my own life.

Interviewer: Would you describe yourself as a people person?

Candidate B: I’m definitely a people person! I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. I was voted Most Outgoing at my last job and small talk is one of my talents.

Interviewer: What do you do when you don’t know how to help a customer?

Candidate B: I never pretend to know an answer if I don’t. If I’m unsure how to help a customer, I say, ‘Great question! Let me find out for you,’ and take steps to find a solution. At my previous job, I helped customers with complex software products and if I didn’t know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.

Interviewer: Describe what customer service means to you.

Candidate B: To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.

Interviewer: Tell me about a time when you turned an unhappy customer into a delighted customer.

Candidate B: During my previous role, a customer was furious about not being able to return an item for a full refund. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. He thanked me for my patience and told me he would tell his friends about his experience.

Interviewer: Thanks for today. You’re quite confident and fit for the role. We’ll call you later.

Candidate B: Thank you. I look forward to be part of the team.

Assessment and Evaluation Record