At Capita plc we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?
The interviewer would like to understand how you handle high-pressure situations and unexpected difficulties in the workplace. Discuss the steps you would take if this situation happened to you.
"It is important to always have procedures in place, but I understand that sometimes those procedures do not encompass all client needs. If I came across a situation like this, I would rely on my knowledge and experience to troubleshoot and find a solution. If I did not have the answer, I would then ask for help from my supervisor or a colleague. It is important to stay calm in situations like these, so the client remains confident in our capabilities. I would never tell a client that I didn't have an answer. 'I will find out' is always the best answer."
