Problem-solving and dispute resolution are fundamental skills to possess. Display to Estee Lauder Companies that you are capable of problem-solving within the workplace.
"In my most recent position we had a consistent problem with employees showing up late for their shifts or calling in sick at the last minute. Rather than the typical documenting and reprimanding style, I decided to track the results of an accountability reward system. For 180 days, my employees received a reward for coming to work 10 minutes early. Also, for every month with zero sick days, a bonus was added. In the end, we awarded those with perfect attendance a $600 bonus. The bonuses cost us less money than the cost of lowered productivity due to absent employees. The program was a success, and upper management chose to keep it implemented for another six months. We will re-assess in December, but it seems to be working very well. If I were to be hired, I'd bring that same sense of problem-solving and positive reinforcement to the Estee Lauder Companies team."
"Currently as assistant manager, I resolve problems on a daily basis. The most recent resolution process I was a part of included a customer complaint about an allergic reaction to one of our products. I was able to resolve her concern by listening to her, apologizing, issuing a refund, and offering a replacement product. I am no stranger to dispute resolution, problem-solving, and creative customer service, and I believe my approach would be in-line with the high-touch approach Estee Lauder Companies espouses."
The interviewer would like to know that you have shopped at an Estee Lauder brand store in the past and a brief overview of your customer service experience with them. Keep your reply positive and upbeat!
"I can tell that your customer service employees receive a great deal of training in the Estee Lauder high-touch approach. I've always had a positive customer experience at any of your brands' stores. My last visit, I was having trouble finding a specific product. As soon as I came across a customer service employee, they knew what I was looking for and found it for me right away. I was impressed with how knowledgeable and friendly she was, and I would hope to emulate that, should I be hired."
"During my last visit to an Estee Lauder brand store, I made a huge purchase. Once I arrived home, I realized that I had grabbed the wrong shade of one of my favorite products. It was no problem for me to make the exchange later that week. Your staff was warm and accommodating, and that made me want to continue shopping that particular brand."
Be sure to keep your reply upbeat, non-critical, and finish with a positive remark. The interviewer is looking for some light insight from you.
"The beauty industry is quite competitive, but Estee Lauder Companies fortunately enjoys the position of having a diverse group of brands as part of its portfolio; I'd say your number one task for staying on top of your field is continuous improvement and competitive landscape scanning. Always looking for ways to improve the company's products and processes, while at the same time staying up-to-speed on what competitors are doing so that you make sure to stay one step ahead."
"I appreciate the fact that this is an important question - while Estee Lauder's family of brands enjoys tremendous success and recognition in the beauty industry, it's important to keep striving for improvement and to better meet customer needs. One of the most important things Estee Lauder Companies can do along these lines is to keep engaging its customers - survey them, talk to them, engage them in brand ambassadorship so that those who are close to and love your brands can have a direct line to let you know what they need next."
Many organizations implement dress codes because they create a sense of unity for the customers. It also helps customers to find you when they need some help in-store. It is okay to ask about the dress code before you agree to it.
"Yes, I'm familiar with the dress code from my experience in several of your branded stores. I understand the importance of clearly identifying employees and also creating a sense of consistency and unity among the team. I'm happy to comply with this requirement - my time at work is about Estee Lauder and its family of brands, not about my personal style."
"I can understand why dress codes are important for Estee Lauder Companies and its respective brands. Can you tell me more about the dress code? I am happy to comply with any reasonable requirement when it comes to a dress code or uniform. In fact, in my current position, I wear a uniform, so I am accustomed to this requirement."
If there are restrictions on your schedule, this is a great time to discuss those with the interviewer. Be open and honest in regards to your availability. If you have no scheduling restrictions: "I do not have any restrictions in my schedule. I am happy to accept any hours and would appreciate any overtime as well."
"I do not have any restrictions in my schedule. I am happy to accept any hours and would appreciate any overtime as well."
"If you have scheduling restrictions: "I have school on Tuesdays and Thursdays from 8-4. I can work any other time though, and would be happy to work out a mutually beneficial schedule with my supervisor!"
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The Est?e Lauder Companies Inc. is an American manufacturer and marketer of prestige skincare, makeup, fragrance and hair care products. The company has its headquarters in Midtown Manhattan, New York City.