CBSA Mock Interview

Master 60 CBSA interview questions covering border security, integrity scenarios, and situational judgment.

Question 45 of 60

When would it be appropriate to request your supervisor’s help while dealing with an angry customer?

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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.

"Well, I'd first approach the customer, introduce myself with warm and open body language, and inform them that I will help them any way I can. I'd then ask why they were upset and I'd actively listen, giving clues along the way to inform them I was paying attention. Once they'd finish, I'd ask some clarifying questions, and ask them if there was more they like to say or add. I would then mirror what they were saying, to assure them I was listening. Then I would empathize with them, express to them my view of the situation as if I were in their shoes. This is to make sure they felt that they were heard, which is different from being listened to. Once they felt listened to and heard, I would tell them I want to help them, and inform them of aspects of their situation which they may not have been aware of. This helps them to meet you halfway, by including them in the big-picture. I would continue in this manner, trying to engage, de-escalate, mediate, and negotiate. If every step of this didn't help, at that point I would recruit a supervisor, but I would work with and support my supervisor the rest of the way. I don't believe in passing the buck and wiping my hands clean. That's just playing a game of hot-potato, and that's a game no one wins."

Kevin Downey

This question is designed to gauge how well you are able to deal with difficult situations when dealing with the public. If you are an emotionally intelligent individual who can effectively navigate such scenarios, then it will take some time before you decide to recruit the assistance of your team leader. However, someone who is frequently governed by their stress or allows their behavior to be dictated by their emotions. These individuals may not be the most effective communicators. Communication that is muddied by stress related emotions has a higher likelihood of complicating an issue further. Unskilled communicators are more likely to recruit their supervisors for help. When this is the case, that team member is creating more work for those around them rather than focussing on developing their own skills. They are curious to see whether you truly explore every avenue when dealing with a challenging person.

Kevin Downey

Walk your interviewer through the steps you'd take to de-escalate the situation. Take advantage of this opportunity to showcase your advanced communication skills while displaying your high EQ. Acknowledge your big-picture scope of the responsibilities your team leaders carry, and how you take full responsibility for how you perform your job. You want to convey that you take every effort to resolve any such situation on your own before escalating it to your supervisor.

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I will do everything I can to de-escalate the situation by being polite, calm, and considerate. I will make it clear to the customer that I will do everything I can to help. I'm going to use the active listening technique to listen carefully to everything he has to complain about. I will empathize and put myself in his shoes to understand his frustration. I'm going to ask a few questions to clarify the issue and show that I'm aware of what's going on. I will explain the reasons that made us take the actions. If none of this resolves, I'll ask if he wants to talk to the supervisor to have the case finalized. I will stay with the supervisor at all times to support whatever the supervisor needs.

Marcie's Feedback

Great! It sounds like you would do all you can and then involve the supervisor if the situation still hadn't been resolved. Perfect! You might also mention that if the customer got physical or put you in a threatening position, you would request your supervisor's help.

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60CBSA Interview Questions & Answers

Experience

1.Agents with the Canada Border Services Agency ensure Canada's security and prosperity by facilitating and overseeing international travel and trade across Canada's border. How will you meet the mental demands of this job?

Behavioral

2.Canada Border Services Agency includes 'integrity' in its core values. Talk about a time that you acted with integrity.

Experience

3.How familiar are you with international trade laws and regulations?

Career Goals

4.Canada Border Services Agency has land, air, and marine monitoring capabilities. Which division is of most considerable interest to you? Explain why.

Career Goals

5.Why are you pursuing a career with Canada Border Services Agency? Talk about your most significant motivating factors.

Education

6.Walk us through your post-secondary education and how the knowledge you gained will benefit your career with CBSA.

Behavioral

7.Answer with complete honesty. Have you ever committed a crime, participated in any illegal activity, or maintained inappropriate criminal affiliation by association?

Experience

8.How have you trained and prepared yourself for a role with Canada Border Services Agency?

Experience

9.In addition to border agents, CBSA employs forensic scientists, international trade specialists, public affairs officers, and other specialists. Talk to us about the unique skills you will bring to our agency.

Behavioral

10.What do you know about the Public Sector Values of the CBSA?

Experience

11.Have you carefully reviewed the CBSA Code of Conduct? Are there any points of ethical conduct and responsibilities you feel unable to fulfill?

Experience

12.All CBSA employees must maintain high standards of honesty, integrity, and character to gain and maintain the trust of the public. How will you exude this commitment in every interaction with the public?

Experience

13.Certain employee conduct, on and off duty, may be subject to disciplinary action. What actions do you understand to be impermissible?

Behavioral

14.Every CBSA employee is required to disclose misconduct immediately. How have you approached reporting the actions of others?

Behavioral

15.Canada Border Services Agency considers the use of prohibited substances a severe matter. Have you ever used, possessed, sold, or distributed illegal drugs?

Behavioral

16.Canada Border Services Agency does not tolerate violence or harassment in the workplace. How often have you lost your temper or failed to control your emotions?

Behavioral

17.Canada Border Services Agency has a firm stance on 'Respect' as a core value, which includes respect for democracy and respect for people. How do you plan to support these efforts?

Communication

18.What is a 'pandemic,' and what part do you believe Canada Border Services Agency plays in such an event?

Education

19.What do you know about the history of the Canada Border Services Agency?

Situational

20.You are on the job, and a member of the public calls you a racial slur or derogatory term. What do you do?

Behavioral

21.How do you deal with uncomfortable situations?

Experience

22.Canada Border Services Agency maintains a profoundly stringent hiring process. Why should we hire you?

Behavioral

23.Working for the Canada Border Services Agency can be exceedingly stressful. How will you cope with this intensity on and off the job?

Education

24.We want to hire employees with a keen interest in public protection and law enforcement. How do you stay up to date on current events that may impact Customs, Immigration, and Border Protection?

Leadership

25.Talk about the ways you exhibit leadership qualities even when you are not in a leadership role.

Education

26.To qualify for specific roles, CBSA agents must be bi-lingual in English and French. Do you have any special linguistic skills to mention?

Discovery

27.Are you willing to consent to the rigorous medical testing required to join the Canada Border Services Agency?

Behavioral

28.Canada Border Services Agency offers a diverse workplace community. Tell us about a time you adapted to serve others of different cultures?

Experience

29.Canada Border Services Agency safeguard our borders. How will your expertise, character, and dedication to our mission be of benefit to our agency?

Experience

30.On a typical day, the Canada Border Services Agency seizes thousands of pounds of illegal drugs and makes hundreds of apprehensions. How will you best support your colleagues while managing a perpetually heavy workload?

Discovery

31.Tell us about yourself and why you want to work for the CBSA?

Behavioral

32.Describe what teamwork means to you.

Behavioral

33.Describe a time you took the initiative to take on more work than usual?

Behavioral

34.Tell me about a time you had to make a difficult decision on the job.

Experience

35.What has been your experience with agency paperwork and how do you feel about it?

Situational

36.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?

Situational

37.As the team lead for your unit, you’re responsible for a team of three. One of the member of your team is not meeting expectations and is unperforming. This is interfering with the work goals of the unit. How would you handle this situation?

Situational

38.What would you do if the work of a fellow team member was not meeting expectations and was slowing down productivity?

Situational

39.A co-worker tells you in confidence that they intend to call in sick while actually taking a week's vacation. What would you do and why?

Situational

40.How would you handle it if you believed strongly in a recommendation you made in a meeting, but most of your co-workers shot it down?

Situational

41.What would you do if you realized at deadline time a report you wrote for your boss would not meet your standard or their expectations?

Situational

42.How would you deal with a colleague at work with whom you seem to be unable to build a successful working relationship?

Situational

43.You disagree with the way your supervisor suggests handling a problem. What would you do?

Situational

44.Who would you talk to if you discovered that a co-worker was disclosing confidential information that should not be divulged?

Situational

45.When would it be appropriate to request your supervisor’s help while dealing with an angry customer?

Situational

46.If you felt a policy was causing more harm than good, how would you suggest making changes to that policy?

Situational

47.Morale is low, and you consider yourself a good manager. What do you do to build team spirit?

Situational

48.You're in charge of a project team for a new project. What are your first steps to get the team going and complete the project?

Situational

49.You don't have the information you need to prioritize your projects. Your co-workers and supervisor are unavailable for you to ask for assistance. How do you handle the situation?

Situational

50.How would you organize the steps or methods you'd take to define/identify a vision for your team?

Role-Play

51.Two teammates are embroiled in a conflict over how to proceed on a team project. They’re raising their voices and the conflict seems to be escalating. There are no other supervisors present and you are walking into the situation cold...

Role-Play

52.In a team-leadership role, you discover that a team member has gone “over your head” to propose an idea or complain about an issue without talking to you first. You’ve asked to talk to them for a minute and they agree...

Role-Play

53.In a training session, you find that the trainer has a thick accent, and you can't understand what's being said...

Role-Play

54.You are a security guard working at a large toy store. You notice a commotion where a parent is agitated and you learn their kid is missing...

Role-Play

55.Your boss is not in the office and there is an irate customer waiting in the waiting room. The secretary asks for your help...

Role-Play

56.You are working in the customer support team of a retail firm. A customer who bought a ginger beer from one of your stores discovered that it had a dead snail in it after drinking and is now threatening to call the consumer watchdog...

Role-Play

57.An aggressive person you don't ever recall meeting before accuses you of inappropriate conduct in front of others...

Role-Play

58.You are a sports club manager. You spot a person posting signs where they shouldn't hung. You approach this person.

Role-Play

59.You are in a meeting. Your manager blames you for underperforming in front of everyone attending the meeting. You disagree with their assessment and their approach. Concerned for your reputation, you ask to talk to them in private…

Role-Play

60.You have recently been promoted to the manager of your team over Sarah, and as a result, she’s considering moving over to your competitor. Persuade Sarah to stay without damaging the reputation of the company.