PwC Employability E-learn Interview script - Simon

Video – Customer Service:

Candidate: Simon

Watch option A: 

Interviewer: Tell me about a time when you’ve delivered exceptional customer service.

I work in a busy supermarket as a customer service assistant. There was one really busy Saturday when we had lots of customers and each till was being used. I was doing multiple things that day….working on the shop floor as well as covering tills at busy times…. That day I’d helped lots of customers when I was working on the shop floor…. and I remember one lady asked me about an ingredient she needed for a recipe. I took her over to the aisle where we normally kept it but then I realised there wasn’t any left.

The customer said she needed the item for her daughter’s birthday but we didn’t have any so, and she’d invited lots of guests to celebrate so was very keen everything was prepared. It was the last thing that she needed to make her daughter’s favourite meal.

I sympathised with her….and even though I was supposed to finish my shift in 10 minutes I carried on helping her. I decided to check if it was in stock in the next nearest store. I called them and luckily they had it in stock. When I told the customer, she said that she couldn’t get there as she had other plans that afternoon. I don’t think she’d have been able to get back in time if she had to go to pick up this ingredient.  (Short pause)

Interviewer: What did you do?

Well, I thought about what else we could do to help her…… I recommended she use the online delivery service…….everything would have been delivered straight from the warehouse to her house by 9am the next day and it was the only way I could think of to get the things that she needed delivered to her as soon as possible. She said it would be a big help but she’d never used the service and wasn’t really familiar with how to place an order. I thought I’d show her how to do it in case she wanted to use the service again. Then I suggested if she added some of the other items she needed she’d save some more time…..so she could make her afternoon appointments. I used the computer in the customer service area, it’s really quite straightforward, sometimes you just need to be shown what to do.

Interviewer: and what feedback did you receive?

(Smiling, happy) So she left really happy when she left the store……I’d saved her some time and also helped her to get everything she needed. She thanked me for my help before she left.

Interviewer: How do you know you this was exceptional customer service?

Well, a couple of days later the store manager asked to speak to me. She mentioned she’d had an email from the customer…..saying she was really grateful for my help in getting everything sorted…..and the party went really well! I didn’t expect her to take the time to send an email but I was really pleased to hear everything worked out for her in the end (enthusiastically, smiling) and my manager was really impressed with what I’d done to help her staying back late after my shift and showing her how to use a different service she gave me some vouchers as part of our recognition scheme we have internally, I was really happy with that.