Tell me about a time when you used good judgment and logic to solve a problem on the job. Why do you think this is a necessary skill in this job at Teleperformance?

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2nd Answer Example
Community Answers

In asking this question, your interviewer wants to hear about a particular situation where you used good judgment to solve a work-related problem. Be sure to showcase the logic and reasoning abilities that you used to come up with a great solution. Share a brief overview of the problem, discuss the pros/cons of each decision you could have made, and tell the interviewer why the solution you chose was the best. Then, talk a bit about why you feel excellent problem-solving skills are vital for this role, and do so by carefully reading the job description prior to your interview. One of the core values at Teleperformance is 'good is never enough,' so your interviewer ideally wants to hear that you would continually strive to provide the best service possible for their clients. This will often mean using your best problem-solving abilities with clients.

"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-day 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. At Teleperformance, you rely on your clients for repeat business and do so through excellent service. I'm confident in my ability to bring confident and sound problem-solving skills to your clients."

"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. While it was hard to step into this conversation, I felt it was the right thing to do."

Anonymous Answer

"A customer with the color of the sox that she had received from her order and her 30-day return policy was over. Seeing that she was very upset about this situation made her more at ease by offering to refund her back 15% of her cash back and or have her return the unwanted pair and ship her the correct pair with free shipping."

Marcie's Feedback

Nice! This is a great example of how you used good judgment to solve a problem and provide excellent customer service. Don't forget to answer the second half of the question, though. Why do you think being logical is important within this role? Perhaps so you can please customers by making quick and smart decisions that benefit them and the company?

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Anonymous Answer

"I’m coordinating a fashion show annually, which means I’m managing 40 designers and 50 models — all of them want things to be done their way, which can be difficult on a scale this big.

So for example, it happens all the time, that a designer isn’t happy with the model assigned to them, my boss always replies " no one can be 100 % happy " and brushes it off, but I go and try to find a model that would suit their needs, then I figure out how to switch them without changing the whole structure of the show — of course, it takes more time than saying no, but in the end everyone is satisfied."

Marcie's Feedback

Wow! It definitely sounds like you are successful at managing a lot! While impressive, though, be sure that the example you give here shows a time when you used good judgment and logic to solve a problem. Your current example would be perfect in response to a question about providing great customer service or going above and beyond. Also, don't forget to explain why you think being logical and a good problem-solver will help you excel in this new role. Good job!