How to Answer: Where have you seen common failures or breakdowns in customer service and how would you address these issues with the clients here at Ceridian?
Advice and answer examples written specifically for a Ceridian Corporation job interview.
3. Where have you seen common failures or breakdowns in customer service and how would you address these issues with the clients here at Ceridian?
How to Answer
When a consulting company like Ceridian 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.
Written by Ryan Brunner on October 2nd, 2019
1st Answer Example
"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."
Written by Ryan Brunner on October 2nd, 2019
2nd Answer Example
"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."