Guidepoint Global, LLC Mock Interview
Master 31 Guidepoint interview questions covering client engagement, expert networks, and consultative selling.
Question 24 of 31
Tell me about a time when you used good judgement and logic to solve a problem.
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
The interviewer wants to hear about a particular situation where you used good judgment to solve a work-related problem. Be sure to showcase your logic and reasoning abilities. Share a brief overview of the problem, discuss the pro/cons of each decision you could have made, and tell the interviewer why the solution you chose was the best.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Just yesterday I had a customer who was upset because our sales associate would not refund a service that the customer had already used in full. She was outside of the 14 days return policy as well. I am the manager, so I stepped in to alleviate the situation. By showing the customer that I could meet her in the middle, she was able to calm down and reason with me. I did not refund her the full price; however, I offered her a 25 in service credit. I know this will cost my company mere dollars and, in the end, I had a happy customer again."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I had a customer who was unhappy with his purchase (the service in question cost over 20k). He then was unhappy with the way in which the arbitration process was heading, and although my team all said just to let him be and have him work with our Director of Operations to resolve the issue, I knew that I could lose a customer over a one time issue. I mediated the call, allowed him to air his grievances, and assured him that we would work together to solve the issue."
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Anonymous Answer
An example that comes to mind is my current role at Luxe that occurred a couple of weeks back. To provide some background; we plan the social media feeds of our clients in advance and get them approved before execution. One of our ME clients had decided that they don't want any content regarding Easter but changed their mind on the day of Easter. Usually, we don't create content with such short notice, especially as the content is scheduled in a certain way but I decided to make the exception as they were ok with stock
imagery and it didn't require a lot more extra effort from our end but made the client extremely happy.
Stephanie's Feedback
This is a great example and shows how your quick thinking and problem-solving skills contributed to customer satisfaction. Good for you!
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