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Afni Interview
Questions

26 Questions and Answers by
| Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.

Question 1 of 26

What do you believe to be the number one quality that most influences the overall customer experience?

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Afni Interview Questions

  1. 1.

    What do you believe to be the number one quality that most influences the overall customer experience?

      As a consultant in the customer service arena, you will be considered to be an expert on customer experience and customer satisfaction to the clients that you work with. While this question is certainly open ended, your interviewer is looking to hear that you have passion and belief in your answer because there is indeed no right or wrong answer to this question. Be sure to prepare for your interview ahead of time and be able to speak openly and passionately about what you believe is the most important factor for a satisfied customer.

      Ryan's Answer #1

      "As I've worked in customer service my entire career in retail sales and in dining, I truly believe that the best customer experience is provided by happy and engaged employees. If employees are satisfied with their work and believe in the product that they are selling, they are able to speak to customers intelligently and wisely about the product and they do it with a big smile on their face. This factor is what helps keep customers coming back time and time again."

      Ryan's Answer #2

      "I'm a firm believer that a positive customer experience, no matter the business or industry, comes from the basic human need of trust. Any customer of any business is inherently putting their trust in the company, the product and the associate that they are working with that the will receive a quality product and quality service. In projecting this out to those that provide customer service, there are many factors to building trust with customers. Being knowledgeable, being friendly and considering the needs of the customer are of utmost importance to gain trust. These factors are just the tip of the iceberg when it comes to building that trust."

  2. 2.

    Talk about a time that you successfully educated another individual or group in your area of expertise. What made your educational experience effective?

      The role that you are interviewing for with Afni will likely involve providing education to clients in your area of expertise. For this question, your interviewer will be looking to hear that you are comfortable and effective in providing education by having you talk about a time that you have done so. In the example that you provide, try to point out some key items to making business education successful like developing a plan/goals, respecting differing viewpoints/opinions, making it hands on and making it fun.

      Ryan's Answer #1

      "Probably the aspect that I love the most about my current job is being the lead for training new hires into our department. Because of my years of experience and my innate ability to effectively orientate new employees, my director asked me to take this duty about four years ago. My approach with any new hire is to customize their training based on their knowledge and experience so the training is effective for them. What works for one person may not work for another and I always need to be fluid with this. I also prioritize the need to make orientation and training a hands on experience for the new hire because classroom learning can only take a person so far in the learning process."

      Ryan's Answer #2

      "As you can see from my resume, I've spent the last seven years working in the corporate tax field. While in this job, I worked very independently for a private organization, so I've been out of the training and education side for a while now. During my first job out of college as a CPA though, I was very adept at providing education to the clients that I worked with on a daily basis. What I learned in that experience was the importance of putting material out there in a manner that the person being trained understood. As well, talking to clients and understanding my client's wants and needs were very important for me to be able to best educate them. I really believe that these skills would enable me to hit the ground running with Afni and your clients would benefit greatly."

  3. 3.

    Rate your communication skills from 1-10 with proper examples backing your given rating.

      On a scale of 1-10, how skilled are you in communication? Why did you choose that particular rating for yourself?

      Ryan's Answer #1

      "I rate my communication skills as a 9/10 as I will, on occasion, have times when I am not as clear as I would like to be. My supervisor and co-workers will attest to my clear and concise communication skills. Because I am an open leader, my team will let me know if I need to clarify anything."

      Ryan's Answer #2

      "I will rate myself an 8.5 because I consider myself a strong communicator. It is the foundation of all success in business. I am always striving to be a better communicator, so I leave the rest of the scale as an aspirational measure."

  4. 4.

    At Afni, you will have the opportunity to work with high level executives and leaders from the companies we contract with. What experience do you have in working with people at these levels?

      As a business advisory and consulting firm, Afni works with Managers, Directors, CEO's, CFO's, CAO's and leaders with other titles on all of our projects. Your role will likely involve working closely with these leaders. For this question, your interviewer will be looking to hear that you are comfortable in working with the leadership team of the organization's clients by having you talk about your experience. Make sure that the examples you provide include some details on how you worked effectively to get the job done with the leaders you worked with.

      Ryan's Answer #1

      "In my current role, I work directly under our Chief Financial Officer and sit on a couple of different committees that our Chief Executive Officer is on. Under the direction of my CFO, we have a great working relationship. I am comfortable approaching him at any moment with questions or to bring forward new ideas. He is aware of my strengths and respects my opinions on matters in my wheelhouse, so he never hesitates to come to me with important things. I think the keys to our strong relationship are the respect we show for each other and our open lines of communication."

      Ryan's Answer #2

      "Throughout my career, I feel fortunate to have had the opportunity to work with employees at all levels of the organizations that I've worked with. To me, working effectively with anyone requires a personal touch and a respectful approach. Whether I work with front line sales staff or members of the C-Suite, I take the time to get to know the person, their job and how I can best be of help to them in my role. This approach really helped me build a relationship with a Sales Executive that a few of my colleagues had struck out with in recent interactions."

  5. 5.

    Where have you seen common failures or breakdowns in customer service and how would you address these issues with the clients here at Afni?

      When a consulting company like Afni is called, it is likely that that organization has seen some failure in the service that they have been providing to customers. In this role as a consultant, you will be asked to help diagnose the issues and help fix them for your clients. For this question, your interviewer is first seeking to see what you have seen in your career as common failures in customer service. Second, and most importantly, your interviewer is looking to hear how you would go about solving the issue with clients. Make sure to be as detailed as possible in this aspect of your answer.

      Ryan's Answer #1

      "In today's digital age where people are looking for results and looking for them now, time is a huge hindrance in providing excellent service to customers and I've personally witnessed timing issues and helped diagnose them for my employers. Most important is setting realistic time expectations with customers that you are able to deliver on every time. In some instances, this has been easily remedied with simple education between departments. In other instances, it has been solved through the creation and implementation of timing policies for customers."

      Ryan's Answer #2

      "Having consulted now for five years and having worked across many industries, the most common failures in customer service stem from staff that are poorly trained and/or poorly equipped to do their job. Assessing the competency of employees is my first step when consulting a new business and based off my assessments, I can make recommendations for education and training for the staff. Often, general customer service training suffices. At times though, this training needs to be very industry or product specific and I've helped create several specific training programs for employers."

  6. 6.

    We value accountability at Afni. If a customer sent a formal complaint about an interaction with you, how would you handle it?

      Assure the interviewer that you are a person of integrity who will take responsibility for any shortcomings in the workplace. Briefly explain to the interviewer that you will handle Afni customers with great care.

      Ryan's Answer #1

      "I understand that Afni has put a lot of work into building these long-term client relationships. If one of your clients complained about my communication with them, I would take full responsibility for my actions and issue an apology. I would also be open to feedback to avoid future incidences. Rest assured, in my 15 years of employment, I have not had any clients complain to my employer about my work ethic or delivery of service."

      Ryan's Answer #2

      "Constructive feedback is difficult to swallow at times, but it's helpful for me to remember that everyone receives constructive feedback from time to time. I will always do what is required of me to renew a client relationship."

  7. 7.

    What have you found to be the most effective methods for training workers? Are there any you've found to be very ineffective?

      Afni works with clients on a daily basis to help improve their day to day processes as an organization and part of that improvement stems from training. Your role as a consultant with Afni can entail recommending and even facilitating training for staff and your interviewer is looking to gain insight into your thoughts and experiences with different methods of training. For your answer, be honest about your thoughts while also showing an open mind to considering other methods as well.

      Ryan's Answer

      "Having been in the corporate training and developing world over the past ten years, I can say that the best training method for a company or a group of employees is very situational. I have experience conducting classroom style trainings and they can be very effective for high needs situations. I also have experience designing and implementing e-learning programs for my organization and this has been extremely beneficial for simple, yet necessary, trainings for a busy workforce. If hired for this position, I'll be able to assess the needs of my clients and work with them on creative and effective solutions that meet their training needs."

  8. 8.

    Sometimes with our clients here at Afni, we have to think outside the box when helping them develop a strategic plan. Do you have an example of a time where you thought outside of the box in developing a strategic plan?

      In today's day and age, conventional thinking can only get organizations so far as they develop strategic plans for the future. With competition, demand and needs for success keeping people focused on day to day routine in their work, it is oftentimes necessary to think outside of the box when looking to develop a strategic plan. Talk about a time that you used a unique and unconventional tactic in the development of a strategic plan. Why do you consider that method thinking outside of the box?

      Ryan's Answer #1

      "As the leader of the strategic growth committee of my employer right out of college, I felt that it was important to solicit feedback from employees as we looked to create and implement our first ever strategic plan. I created an idea box where employees were prompted to write down any ideas anonymously for what they though would be helpful in creating an outward looking success strategy. I communicated to employees through email, team meetings and a company newsletter. After three months, our committee went through every suggestion in the box and brainstormed which ideas could be implemented into our strategy. In the end, we felt that we received many great thoughts and ideas that we likely wouldn't have come up with on our own."

      Ryan's Answer #2

      "I personally believe that way too many organizations only look internally when developing a strategic plan when they should also be soliciting feedback from customers, stakeholders and/or the general public as well. Last year when working with a regional grocery retailer, I utilized public focus groups to really delve into the minds of consumers to aid in creating a strategic plan. While wanting to get as much relevant information as possible from the focus groups, a great deal of thought was put into the questions that were asked of the focus group."

  9. 9.

    Change management is an important aspect of consulting our clients here at Afni. Have you participated in a change management process during your career?

      Due to many factors, change is inevitable adn unavoidable for businesses today. Because of this, Afni is often sought after to lead change management processes for their clients and the role that you are interviewing for will help facilitate this process with clients. Prior to your interview, think about particular change management processes that you have been a part of and be able to speak to your ability to lead others in making necessary business changes. Make sure to talk about the importance of having a vision, developing a plan and measuring progress as part of the overall change process.

      Ryan's Answer

      "In my leadership role with my current organization, I have been part of an ongoing change process to optimize our staffing ratio to meet production needs. After being part of a careful analysis process and researching industry standards, we implemented a plan to heavily reduce our administrative staff while bolstering production staff and this was a huge change for our organization. My role in the implementation of the process was to gather data and put together a presentation for our Board and Senior Leadership. As well, I helped prepare both internal and external communications that went out regarding our upcoming changes. As things stand today, we have been in continuous review of new processes and things are going great! This involvement has helped prepare me for helping others manage significatn change in their business processes."

  10. 10.

    Customer service is our top priority at Afni. What is your customer service philosophy?

      Because Afni puts so much effort into their customer service reputation, the interviewer needs to be confident that your customer service values align with theirs. Be sure to research the Afni website and take note of any keywords they use when it comes to their customers. Match your language with theirs.

      Ryan's Answer #1

      "I noticed on your website that you put a lot of value into your customers by actively listening to their needs. You also survey them regularly while staying on top of industry trends so that you can provide them with innovative new services. To me, customer service goes beyond friendliness and efficiency. You need to understand your customer's business needs and have the ability to analyze their future needs so that you can respond appropriately to their business landscape changes."

      Ryan's Answer #2

      "As overused as this phrase may be, 'Service with a smile' has always been my customer service philosophy. Very few people can resist a great smile and a friendly interaction! Friendliness warms customers up, makes them more inclined to work with you, and also diffuses a conflict quickly."

  11. 11.

    If you were to join Afni in this role, you will be counted on to lead projects. Talk about a time you had to lead a team of individuals. What leadership skills do you have that you will bring to the table here?

      The ability to lead others in project work or any other aspect of a business comes down to the fine details and traits of being a great leader. The experience you have can come from many different areas and can include project management, supervising/managing or even mentoring others. When you answer this question, be sure to demonstrate your ability to communicate effectively, bring unity, lead by example and empower/teach others and talk about how you will use these skills if hired at Afni.

      Ryan's Answer #1

      "In my current role, I've been asked on numerous occasions to lead finance projects for my organization and I always do so with open arms and an open mind. On a recent project, I pulled together a team that included members of sales, production and upper management. to make this project successful, it was up to me to know each team member's area of expertise and delegate tasks based on their knowledge. A great part of the teams success was due to my ability to lead in a manner that promoted communication among individuals who never had the chance to work together and I accomplished this through fun ice breaking activities with the team and regular email communications outside of our in-person meetings."

      Ryan's Answer #2

      "As you can see from my background, I have extensive experience as a Sales Manager and Director and I know that the skills I honed in these roles will transfer nicely to this position. I have always found that leading teams is best accomplished by leading by example and walking the talk that I put out to my staff. I feel that I've also developed great skills in mentoring and coaching my staff and I've been commended on these skills by both sales leadership peers and my team. In this role, I would bring this same approach when working with clients."

  12. 12.

    Talk about a time you had to use conflict resolution skills in a business setting. What was the situation and the outcome and how did you positively influence that outcome?

      In this role with Afni, chances are great that you would be working with employees at clients who don't see eye to eye on things and you will quickly become the mediator between them with your expertise. Prior to interview, think about the conflict resolution skills that you possess and highlight those with an example of a time that you used them. At the end of the day, ensure that your interviewer walks away from your conversation knowing that you can be trusted with their clients in this respect.

      Ryan's Answer #1

      "In my current role, I was asked to work with two sales managers that were not seeing eye to eye in future planning processes and I was asked to step in and intervene on the situation. My approach to this situation was to first meet individually with each manager to get their perspective on the situation and, lo and behold, both managers felt disrespected by the other. With that in mind, my approach to coaching their relationship focused on empathy and the ability to see things from each other's chair. I held an open forum where each could talk about times they felt disrespected by the other and I think it was really eye opening for each. At the end of that single conversation, both realized that they were in competition with each other and both agreed to work hand in hand for the betterment of the organization in the future."

      Ryan's Answer #2

      "To me, conflict in the workplace is best settled when both parties understand and acknowledge the perspective of others and come to a mutual agreement to plan for differences. It is foolish to think that every relationsihp within a business setting is going to be 100% perfect, so these agreements are necessary. I did this recently with two nurses that were working side by side in an Emergency Department setting. From the start of them working on the same shift together, conflic began immediately and hard feeling only festered from there. As a facilitator between them, I promoted open dand respectful ialogue abetween them about what bothered each person in their relationship. It became clear that each had their own unique upbringing in the healthcare world and differing perspectives on ideal care for patients, even when each of their philosophies fell under the expectations of the department. By promotiing this, I was amazed to hear the two nurses work out a plan for handling each others differences without being prompted by me."

  13. 13.

    In what ways would our clients here at Afni benefit from your knowledge and services?

      This question is your chance to talk about the unique skills and knowledge that you would bring to Afni and that is exactly what your interviewer is looking to hear. In your answer, keep your focus centered on how clients of the organization will benefit from the things that you bring to their table because Afni is client focused in all that they do. To be effective with this answer, be sure to do your research on the clients at Afni and think about how your experience will be beneficial for them.

      Ryan's Answer #1

      "As you can see from my resume, I have extensive experience in risk management in the healthcare industry. Having worked with some major players in the industry, your healthcare clients would benefit the most from the experience and solutions I could help provide them. Not to leave other industries out, I think my experience in the healthcare realm will also translate nicely to your clients in other areas of the private sector."

      Ryan's Answer #2

      "Having worked in accounting and tax law in a few different industries during my career to this point, I also have the unique experience of creating new organizational policies and procedures in my current role. In hearing more about this role, I think this experience would be very beneficial for your clients as I would be helping advise them in their practices and creating new policy would be crucial in that process."

  14. 14.

    A key component to success here at Afni is building solid relationships with new clients. How do you effectively get to know new people and lay the groundwork for a long lasting relationship?

      The fast paced world of business consulting requires the ability to build relationship after relationship with all of the clients that you will potentially be working with. For this question, your interviewer will be looking to gain insight into how you build relationships with new people from the first time you interact with them. In your answer, talk about how you gain and build trust with new people and explain how the little things in your initial interactions go a long way toward building long lasting working relationships.

      Ryan's Answer

      "I am a firm believer that success in any role I've played in my career was due in part to the relationships that I've built in those roles. Whenever I have the chance to work with a new colleague or a new customer, my approach is to create an initial connection with them to build trust. After that point, my interpersonal skills take over through active listening. I use my listening skills to learn about the motivating factors and needs of the person that I will be working with and this helps mold that respect and trust between us even more. I think this approach would be very critical in working with new clients on a regular basis here at Afni and I'd love the opportunity to bring these skills to the table for you."

  15. 15.

    Being successful in the consulting industry requires adaptability and the ability to learn a business fast. What would be your approach to help you learn the ins and outs of a new client?

      Afni contracts with businesses in different industries for their services and it is likely that your job would require you to learn the fine details of each business that you would work with. Demonstrate your ability to be flexible by giving examples of times you've had to do this during your career. As well, describe the approach that you would take to get the know the businesses you would be working with so you can apply your knowledge and expertise toward helping them.

      Ryan's Answer #1

      "As you can see from my resume, I've been in corporate training and education for over ten years. In my current role, I have to use similar techniques working with different departments to try and tailor programs that meet their specific needs. I feel that my current approach of hosting an intake meeting with leaders would be effective in a consulting role with external customers. The current intake meetings that I lead are an opportunity for me to ask questions and learn as much as I can about my customers. In turn, it is an opportunity for me to lay the groundwork for the project and set expectations. Do you see this as an effective approach for this role?"

      Ryan's Answer #2

      "Having worked in quality roles for most of my career in both the private and public sectors, I think my career experiences have shaped me well for this role. Transitioning to a consultative role would definitely be a transition for me and the biggest transition will be this need to work in many different industries. For me, researching clients, their business and their industry will be the first step to my approach in learning about them. I want to make a great first impression when I am face to face with a new client and that first impression starts with my knowledge. Then, my openness and ability to communicate would take over when I am working directly with clients. I know the right questions to ask for laying out quality initiative projects and I know the right things to educate clients on."

  16. 16.

    To help determine your qualifications for this role here at Afni, please dive into your background in customer service. Do you have any direct experience in training others in customer service?

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  17. 17.

    What importance do you feel that policy plays in the customer service experience? Do you have experience writing customer service policies?

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  18. 18.

    Being successful in consulting and working here at Afni requires the ability to work effectively with Type A personalities. What are your experiences in working with this personality and how did you make the relationships a success?

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  19. 19.

    At Afni, our clients are looking for us to come in and provide sound leadership in their strategic planning and growth planning processes. What leadership style would you bring to our clients?

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  20. 20.

    Give an example of a time that you brought an innovation to an accounting practice for an organization. What was your motivation to do this?

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  21. 21.

    How do you stay organized and on track when working on a long-term project?

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  22. 22.

    At Afni we seek to hire those who think outside the box. When was the last time you made a suggestion for workplace improvement? What was the outcome?

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  23. 23.

    If hired for this position here at Afni, how would you coach our clients to be more detailed in their accounting practices?

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  24. 24.

    Talk about a time you had to work with a very difficult person. What was the situation and how did you handle it?

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  25. 25.

    In the change management process, talk about the importance of providing a clear vision to staff of an organization. How do you think this is best done?

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  26. 26.

    Strong time management is important at Afni. How do you manage your time, even on the busiest days?

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