interview guide inbound cluj - december 2014 good

7/21/2019 Interview Guide Inbound Cluj - December 2014 GOOD

http://slidepdf.com/reader/full/interview-guide-inbound-cluj-december-2014-good 1/7

INTERVIEW GUIDE SYKES Cluj Napoca

December 2014

Available starting wit !"ate#$

Salar% E&pectations$

Overall Applicant Rating:

Request for hire_______ Not hired ________



Name of Applicant:

Interviewer: Date of Interview:

'esults (rientation.

Positive Behavioral Indicators:

Asks for or give consistent progress updates Finds ways to eliminate arriers to results

!ets realistic goals and follows through with plans

"nsure targets#goals are met in accordance with set guidelines

!trives to e$ceed e$pectations of the %o

Negative Behavioral Indicators:

Fails to meet targets#goals

&akes e$cuses for not meeting targets#goals'creates arriers to achievement

(ontent with only meeting the minimum requirements or e$pectations of the role

Is unorgani)ed and unprepared to accomplish day'to'day results as well as any additional assignedtasks#pro%ects

Gide !estions*+, -ell me aout the most difficult goal#task#pro%ect you had. /hat was the goal. /hat steps did you take. /hat

were the challenges. /hat happened when the goal was met#achieved.

*0, Role play: 1ou have een working in !ykes for 2 months now and your -3 calls you in for a talk, During this

talk4 he#she is offering you a negative feedack4 telling you that you should develop and to have etter performance

in relation with customers and with colleagues, /hat do you do. /hat are the steps you follow.

"o##ents:

!ituation:

5ehavior:

6utcome:

$ection Rating

Incomplete andunsuccessful

7artial

completion4 partially

successful

No sustantive

evidence4 utsuccessfully

completed

1es4 some

evidence andsuccessful

completion

1es4 ample


completion

8 + 0 2 9

)nterpersonal S*ills

+




/orks well in teams

5uilds lasting working relationships

!hows consideration for colleagues

Is tolerant of others4 checks for understanding

Is ale to make suggestions to reconcile others in conflict


Rarely offers support to colleagues

Fails to estalish networks

Does not encourage teamwork

Is intolerant of others

7uts personal o%ectives first

Gide !estions

*+, Descrie a situation in which you had to work in a challenging group pro%ect, /hat was the role of the group.

/hat was your role. ow did you approach the situation. /hat was the outcome of your approach.

*0, ;ive an e$ample of when you had to work with someone who was difficult to get along with, /hy was this

person difficult. ow did you approach your assignment. /hat happened.

"o##ents:!ituation:

5ehavior:

6utcome:

$ection Rating


7artial


successful

No sustantive


completed

1es4 some


completion

1es4 ample


completion

8 + 0 2 9

Customer Service (rientation


Demonstrates an appropriate alance etween e$ternal customer requests and !1<"! interests

Actively seeks out and understands customer=s needs

Focused on customer satisfaction

0



&aintains a sense of urgency in responding to customer needs

7rovides innovative4 accurate and responsive customer service


3acks the proper product knowledge required to service customers oth efficiently and effectively

5elieves that he#she knows what the customer needs#does not feel the need to ad%ust efforts to

satisfy a customer >ses own priorities rather than addressing customer priorities#fails to alter priorities once they have

een estalished

Gide !estions*+, -ell me aout a time when you had to go out of your way to satisfy a difficult customer, /hat specifically did

you do. /hat was the outcome of the situation.

*0, Role play: You have a customer that asks you to replace his broken product with a new one. The client

admits that he didn’t use properly the product (e.g. there is water inside), but claims that the warranty should be still valid. How would you handle this client?

"o##ents:!ituation:

5ehavior:

6utcome:

$ection Rating


7artial


successful

No sustantive


completed

1es4 some


completion

1es4 ample


completion

8 + 0 2 9

Abilit% to wor* un"er pressure


Follow estalished policies and practices without cutting corners

"valuates situation and makes decisions within scope of responsiilities without hesitation

&aintains calm4 empathetic and reassuring tone with dealing with upset or angry customers


Fails to follow all procedural guidelines when under pressure

3oses control of the call in stressful situations

Fears failure and requires much guidance when making decisions under pressure

-akes a defensive or insulting tone when dealing with angry customers

Fails to reassure upset or distressed customer4 concentrates on own frustration rather than that of

caller

2



Gide !estions*+, -ell me aout a time when you had a particularly usy day and either a customer or a colleague asked for your

assistance, ow did you handle the request. /hat was the outcome.

*0, -ell me aout a time that you were under pressure and your performance was elow standard, /hat caused the

pressure. /hat were the effects of this performance.

"o##ents:!ituation:

5ehavior:

6utcome:

$ection Rating

Incomplete and

unsuccessful

7artialcompletion4

partially

successful

No sustantiveevidence4 ut

successfully

com pleted

1es4 someevidence and

successful

completion

1es4 ampleevidence and

successful

completion

8 + 0 2 9

Secon"ar% +uestions$

Communication S*ills, -ersuasion

"o##nication : Positive Behavioral Indicators:

(onfident4 unhesitant and articulate when talking Doesn=t use %argon carelessly

Adapts style and pace to suit audience

<eeps to the point

Fluent4 audile

Persasion: Positive Behavioral Indicators:

as an effect on others

Anticipate and prepare for others= reaction

-ake well thought out or unusual action for a specific impact

"o##nication: Negative Behavioral Indicators:

3acks confidence when talking

!peaks too fast or too slowly

6verwhelms the reader#listener with information

!hows impatience when waiting for the person speaking to finish

Persasion: Negative Behavioral Indicators:

-akes actions or makes decisions without considering others= reactions

Fails to think through actions

Gide !estions

9



*+, Descrie a time when you managed to convince a group that your approach to a prolem was etter, /hat did

you do. ow did the others react. /hat was the final outcome.

*0, Descrie some pro%ects or ideas that were implemented4 or carried out successfully primarily ecause

of your efforts,

"o##ents:

!ituation:

5ehavior:

6utcome:

-ositive Attitu"e


Deals with difficult situations in a straightforward manner

-akes a positive approach when faced with difficult#challenging situation

&otivates#energi)es other people y eing optimistic or upeat

&aintains a positive image#conceals hostile feeling in difficult#challenging situation

Negative Behavioral Indicators: Avoids dealing with difficult situations

Fails to recogni)e the impact of his#her ehavior on others

!hows anger#hostile feelings in a difficult#challenging situation

Gide !estions*+, !ometimes we have to deal with unpleasant situations in the work environment, Descrie an unpleasant situation

you have e$perienced, ow did you handle the situation. /hat was the outcome.

"o##ents:

!ituation:

5ehavior:

6utcome:

Incomplete and

unsuccessful

7artial

completion4

partiallysuccessful

No sustantive

evidence4 ut

successfullycompleted

1es4 some

evidence and

successfulcompletion

1es4 ample

evidence and

successfulcompletion

8 + 0 2 9

?



@

interview guide inbound cluj - december 2014 good

Documents