PwC Employability E-learn Interview script - Simon

Video – Customer Service:

Candidate: Simon

Watch option C:

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

Well I work in a supermarket as a customer service assistant……I serve different people whenever I’m working on the shop floor. Sometimes I work on tills too but I remember once…..I helped this lady to get an ingredient for something she was making. She needed it for the next day for her daughter’s birthday party. So I helped her to put an order in to make sure she had it by the next day. She was really happy when she left the store and my boss got an email from her saying how helpful I’d been...

Interviewer: Okay, well let’s go back to the beginning; what did you do when the lady approached you?

Well…. as I said earlier… I helped a lady to get an ingredient that they needed for her daughter’s birthday party.

Interviewer:  How exactly did you help the customer?

Well…..I showed her where we normally keep this but we didn’t have any left that day. I felt bad for her….she looked like she was really stressed and was holding her shopping list……I could see this was the last thing on it. I called the nearest store to us to check if they had it in. They did, so I told the customer that she could collect it from there but she said she couldn’t go there that afternoon because she had other plans so….. instead….I told her about the online ordering service, so that’s how she ended up getting it.

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

I gave her another way to get the things she needed. …. she couldn’t get to the other store so I suggested the online service. I think that was pretty good customer service as I gave her another solution. I stayed back late to help her too…..my shift finished but I still helped her.

What feedback did you receive?

Well I knew she was happy with the help I gave her……she thanked me before she left. I guess the other feedback was the vouchers I got from the store manager.

Interviewer: And how did your manager know about this situation?

The customer had emailed head office to say thanks and how much of a help it was to know how to place her orders online. Head office sent this onto my manager and she decided to give me the recognition vouchers.