CBSA Mock Interview
Master 60 CBSA interview questions covering border security, integrity scenarios, and situational judgment.
Question 36 of 60
An angry client comes in with scrapes and bruises and explains they tripped over the parking space dividers in the parking lot and they want to know what you are going to do about it? How do you approach this situation?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"In such a situation, I'd of course want to address any urgent medical requirements the customer may require. I'd grab the first employee I see to pass on to my superior what has happened so they could join me as a witness for whatever comes next. I'd take all the client's contact information and actively listen while they explain what had happened. In summary, I'd enhance our communication, make sure their needs are met, medically or psychologically, all while following procedure and tending to their needs, remaining grounded, empathetic, taking care not to put ourselves in any further legal liability. I'd do all of this while remaining professional at all times."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
A situational interview question is very similar to a behavioral interview question. The distinction is that behavioral questions focus on how you handled yourself in the past, and your previous behavior is used as a predictor of how you'll perform in the future. I pose a situational question in the future tense, to see how you would respond to a hypothetical situation you may not have encountered yet.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Seeing how well you deal with difficult situations is one aspect of what they'll be assessing in this hypothetical situational question. You'll want to come across as decisive, while addressing the medical requirements of this individual. Depending on the policies in place, you'll likely need to start an incident report where you'll gather all the client's information. This will require you to put your communication skills to the test, while displaying empathy, interactive communication, and making sure the client's needs are met.
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First I would see what the client's medical needs were and offer to provide first aid or, if necessary, call paramedics. I would ask my colleague to call the supervisor so that he was aware of what was happening. I would treat the customer with respect and empathy, making it clear that I would do whatever I could to help. I would report what happened and see if something could be done in the parking lot so other people wouldn't get hurt.
Marcie's Feedback
It's great that you would put the medical needs of the client first and foremost. How else would you calm down the client given they are angry? Would you use your active listening and communication skills? Would you apologize for the trouble? Would you assure them that you'll work hard to make sure changes were made so they wouldn't encounter this same problem again in the future?
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