How do you ensure you understand the needs of your customer?
"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with my customers, I actively listen to them, mirror back what I feel they're communicating to make sure we understand each other. You can't proceed until you know for a fact you're on the same page. To do this, you have to validate what they're communicating based on their perception and their reality. So, I'll present the situation back to them along with any external components which may have stood outside of their perspective. I'll communicate the avenues I can explore to help them, and do my best to keep the communication as open and friendly as possible. Show them that you're putting thought into it, exploring all options before reaching an outcome."
This behavioral question focusses primarily on how developed your communication skills are and evaluates your emotional intelligence and adaptability at the same time. Your answer will help the assessment vendor get a clearer idea of who you are, and also how developed your soft people skills are with a wide range of personalities.
Remember, they'll be screening you for how well you communicate. Pay close attention to your choice of words and what they might indicate. Smile and pretend you are talking to a person. Make sure to enunciate your words and try not to stutter or have long pauses, while speaking clearly and avoiding relying on speech-crutches as well. Take note of your use of any speech-crutch words such as "like," "um," "you know," "so on and so forth," "and," "well," "but," "so," "ah," "er," and "Etcetera." Record your voice while answering some of these questions. Practice answering these questions without relying on those words.
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