Interview Questions in Customers Services Help

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What's the 'star' method?

Really interested in this as times have changed so much since my day.

Of my days in retail (a dress shop) would these count:

1. Finding something suitable for a rather large overweight lady.

2. Getting it right and making her look fabulous in a really flattering outfit.

3. Stopping her buying something that didn't do her justice and steering her in the right direction.

So, would something like that do, or have I got the wrong end of the stick with my ancient ideas? Things seemed so much simpler back then.

If you broadened out your definition of what a customer is, that may help. For instance, can you relate those questions to anything that has occurred outside the work environment, such as at home or in a sports environment?

Such as getting up at 2am to help get a neighbour to the airport as their car had broken down, or pointing out a weakness in a team mate and helping them overcome it.

At the end of the day that neighbour and that team mate are customers of a service which you are providing.

What's the 'star' method?

Situation Task Action Result

Really interested in this as times have changed so much since my day.

 

Of my days in retail (a dress shop) would these count:

You dont have the

0. Lady needs a dress for wedding/interview/party etc

Thats the situation

1. Finding something suitable for a rather large overweight lady.

Thats your task

2. Getting it right and making her look fabulous in a really flattering outfit.

and thats the action..

3. Stopping her buying something that didn't do her justice and steering her in the right direction.

Result! (well the best result is if she does buy it.)

So, would something like that do, or have I got the wrong end of the stick with my ancient ideas? Things seemed so much simpler back then.

You are already doing it.

Thank you everyone now I understand more what the Star method.