Change is par for the course with Verizon Communications. When have you had to adapt to change?

"In my current role, our sales goals can change frequently based on marketplace behavior or trends, and sometimes this happens at the last minute. I have adapted well to these frequent, sudden changes and respond with creativity. That speaks to the heart of what it means to be successful in the marketplace. I believe in making sound plans and being prepared to abandon those plans based on last-minute changes in circumstances."

The ability to adapt to change in the workplace is a crucial skill to possess. Talk to the interviewer about a time when you have had to adjust to changes on the job. Explain how you handled the change.

"In my previous role at a high-growth tech startup, the sales organization was restructured several times, from a new boss to new teams and territories. Some of my accounts were handed off to another sales rep who received the fruits of my labor. Of course, this can be very frustrating; however, by sitting down with management to understand the 'why' of the change, I saw the bigger objective and ultimately increased my sales performance."

At Verizon, we pride ourselves on being resourceful. When have you been able to resolve a problem in your 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. I also added a bonus for every month with zero sick days. 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 Verizon team."

Problem-solving and dispute resolution are fundamental skills to possess and will likely be a question your interviewer will ask. Have a prepared example ready for a time you solved a problem at your last position.

"Currently, as assistant manager, I resolve problems daily. The most recent resolution process I was a part of included a customer complaint about a defective product. I resolved 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 customer-focused approach Verizon espouses."

When have you worked among a diverse group of people?

"I have worked with diverse groups of people most of my career. I am most comfortable and happy in this environment because it offers a great learning opportunity. Overall, I'm accustomed to being around people who aren't exactly like me, and I've been able to learn from exposure to a lot of different perspectives. I look forward to being part of Verizon's commitment to fostering an inclusive environment."

Discuss your experience working with a very large or diverse team of individuals. Assure the interviewer that you can handle an environment that offers diversity.

"In my current company, we have a very diverse group of people that range in age, race, experience, gender, and more. I embrace it fully. I love that Verizon takes pride in its talented and diverse team of people who focus on customers every day. Their intelligence, spirit, and creativity make Verizon a great place to work, learn, and grow."

We work hard to keep a harmonious workplace culture at Verizon Communications. Have you ever had a conflict with a manager? How did you resolve it?

"Nobody enjoys conflict in the workplace; however, I have experienced it before. In my previous position, I had a miscommunication with my manager about my work schedule. He accidentally scheduled me on a requested day off, and I felt disrespected. I reacted faster than I should have because, when we discussed it, I realized he had made an honest mistake. I believe that with mutual respect, conflicts can resolve rather quickly. I learned to slow my reaction time."

The interviewer would like to know how you react to a conflict and how active you are in attempting resolution. Use a real-life example if you can. If you are newer to your career, this could include a case of a conflict with a professor (perhaps you disagreed with a grade you received). How you behave in a conflict situation will be critical information for the interviewer.

"I pride myself on maintaining a harmonious relationship with my leaders. Anytime my relationship with a supervisor hasn't been amazing, I've made an effort to adapt, including trying to understand what the supervisor values most and delivering it, making sure to keep my cool at all times, trying to anticipate their needs and adapt to preferences, and also taking every possible leadership opportunity to show my worth."

How would you handle a situation where your Verizon supervisor did not properly communicate information to you?

"Whenever I have a supervisor who does not properly communicate with me, I first try to learn their style of communication and emulate it. I also try to ask questions and document instructions in writing as much as possible to make sure I'm understanding."

Others don't always communicate with you in the style you would prefer. Talk to the interviewer about a time you handled a supervisor who did not interact with you in a way that you liked or was clear to you.

"I try to be independent and find as many answers as possible on my own. As much as I would love to always work with supervisors who are great communicators, that is not always a realistic ask. I also repeat instructions to verify that I'm correctly hearing and interpreting what the supervisor wants."

How was your attendance at your last job?

"Attendance is important to me, so much so that I have a track record of showing up early to my shifts. I keep my day organized and stick to my routine as much as possible. No matter what alarm clock you use, the snooze button is there. I never hit mine. I keep a jar of chocolate-covered espresso beans next to my bed. When my alarm goes off, I grab a few of those and pop them in my mouth. Then I'm ready, and I almost always get to work early. That gives me time to stroll through work, saying my hellos, checking in on an individual level, and keeping a sharp eye out for any details which might grab my attention. Then I check my inbox and review anything new or urgent. I review the priorities I tracked the evening before and adjust them accordingly, explore my resources, and get to work. If I have a lot on my plate at work or home, I evaluate every piece of the puzzle. I make it all fit into my week. Just spending that bit of time at the forefront to strategize my week allows things to feel more sustainable. I'm proactive, I guess. Reaction is rarely sustainable, in my humble opinion."

Every business strives to be a well-oiled machine. That is often achieved through the functionality of a team, where each member has strong organizational and time management skills. This direct question gauges your stress response and the consistency of your answers and allows your interviewer to study your body language and tone to gauge the honesty of your answer. If you had attendance issues in the past, explain how you've overcome them. Do not blame extenuating circumstances, like your bus being delayed or not stopping at your stop. The responsibility ultimately falls on you to problem-solve your logistics in getting to work on time.

At Verizon, we're very proud of our innovative learning labs. Tell me a little about what you know about this initiative and what it says about the company.

"I believe every kid deserves a chance to bring their ideas to life. Verizon is bringing technology and hands-on learning opportunities directly to kids who need it most. In doing so, Verizon is making a powerful investment in the future, teaching kids the skills they need to be successful in an increasingly more technological future. That earns them goodwill in the communities they serve, cultivates tomorrow's workforce, and inspires loyalty in tomorrow's customers."

This is your chance to show that you've researched Verizon and are familiar with its focus on community initiatives. Weave in your own sense of social responsibility and how the two mesh.

"The innovative learning labs are just one example of how Verizon is engaging children and inspiring a love for new skills like coding and cool new technologies like virtual reality, augmented reality, and 3D design among tomorrow's workforce and consumers. I'm very impressed that through programs and partnerships with initiatives like Project Lead the Way, Verizon is bringing technology and hands-on learning opportunities directly to kids who need it most."

Tell me a little about how you think Verizon's launch of 5G Ultra Wideband will shape our future business.

"This is an exciting development for Verizon. There's been a lot of buzz about 5G lately, with good reason. It has the potential to revolutionize the way we live, work, and play. But Verizon is the first and only company to bring this experience to life for customers by integrating the network with massive spectrum holdings and end-to-end fiber resources. After all, 5G is only as good as the network it runs on, and Verizon has put in the research, work, and development to make the experience seamless for the end-user."

Talk to the interviewer about your thoughts on how this innovation positions Verizon for success. Before the interview, take the time to research how the company is growing and shaping its business so that you have an informed opinion.

"I think this is a game-changer for Verizon. I know the company has worked for years to put all the right pieces in place to make a 5G experience a reality for its customers. After all, a company can't just decide it wants to offer 5G and be ready in a few months. It takes years of deliberate planning, testing, and innovation, which it sounds like Verizon has invested in. From what I've been able to research, it looks as though Verizon's 5G Ultra Wideband network is the only network with the power to usher in the fourth industrial revolution."

How often do you think employees need vacations? Do vacations help restore harmony to a person’s work-life?

"I think that depends on the employee. If an employee feels burned out and is having trouble getting through their day, they may need a vacation, but the issue goes deeper than that. Their work/life balance is likely off. They need help managing their time and need to work on their organizational skills. As for me, because I can only speak for myself here, I could go for a vacation every year or two, with a few three or four-day weekends here and there. But considering that everyone is different and that many employees have trouble managing their time and balance, a blanket policy of awarding time off might be a good innovative approach."

An employee with a work-life balance will be able to perform well professionally over the long term of their career. It's important to maintain a healthy work/life balance to prevent burnout. The interviewer expects you to explain how you feel about these topics in your answer. This will help them ascertain your natural ability to balance the two spheres of work and your personal life. Validating the nature of the question can go a long way by exhibiting insight into the big picture of this question. Think about how you strike harmony and balance when stepping away from the stresses of work, and whether it is a vacation or a micro-break that's required.

What is Verizon's Credo?

"We have work because our customers value our high-quality communications services. We focus outward on the customer, not inward. We know teamwork enables us to serve our customers better and faster. We believe integrity is at the core of who we are. We know that bigness is not our strength, best is our strength. Everything we do is built on the strong foundation of our corporate values."

The interviewer is testing your in-depth knowledge of Verizon and studying your tone, body language, and choice of words. There will be many other questions like this one. How well-rehearsed and accurate you are will convey your determination to compete for the opportunity. This is an easy question to answer as the information is readily available online. Be succinct and professional in your answer.

Who are Verizon’s Competitors?

"No one can compete with Verizon. But, according to what I found online when performing my research on the company to prepare for the interview, AT&T, T-Mobile, KORE Wireless, Aeris, Vodafone, Sierra Wireless, Telit, and Deutsche Telekom are listed as Verizon's main competitors. The consistency of Verizon's customer service, product quality, and innovation set them apart in my humble opinion."

Your interviewer wants to know how familiar you are with their brand. Branding is the identity and personality of a company and what represents its work culture. Your answer to this question should reveal your brand loyalty and how well you'll fit into their culture.Before your interview, research Verizon and its competitors. Describe how their brand sets itself apart from others. Capitalize on any positive association you or their typical consumers attach to their particular brand. Emphasize how Verizon inspires brand loyalty over that of its competition.

What hours can you work?

"I am willing to work whatever hours I'm needed."

Depending on the position you are applying for, there may be a high demand for less desirable shifts, expectations for putting in overtime or weekend hours, or expected on-call coverage when experiencing staff shortages. This question gauges your overall flexibility and expectations for what the role entails. It is best to be honest. If you have other priorities or demands on your time that aren't conducive to working lots of overtime or covering other shifts, it is worth clarifying this now. It is better for both an employee and an employer to learn that the job isn't a good fit earlier rather than later.

Why did you choose to become a Telecommunication Technician?

"I wasn't sure what I wanted to do when I completed high school. From a young age, I liked being active. I knew I would find an office job mundane. A school counselor suggested an internship with a local telecommunications company, and I've never looked back. Since starting my career in telecommunications, I've loved the variety of work, different challenges, and interacting with many different people to solve their problems."

The interviewer wants to see your passion and enthusiasm for a profession in the telecommunications industry. Talk about what led you to a career in telecommunications and what helps you find fulfillment in your day-to-day work.

"My initial interest in this line of work came from my older brother, who was a telecommunications technician. I took a couple of courses at our local college and found the subject interesting. After completing that coursework, I decided to dive in and get my degree in computer science. Being a technician is an exciting goal for me, and I hope to start this career path with Verizon."

How do you believe you will complement our department, if you were hired?

"If hired, I would complement Verizon's mission because I am a fast learner and passionate about using technology to meet customers' day-to-day needs in ways previously unimagined. I'm intellectually curious and willing to persevere through as many iterations as it takes to find a solution."

Discuss what you would bring to the department or organization if hired. Assure the interviewer that you are the right fit for this position.

"I already bring a substantial client portfolio, which can make an immediate business impact and exemplify many of the values on which Verizon's culture is built, namely respect, integrity, teamwork, and trust. I'm passionate about making a difference in the world through my work, ambitious, and have a stellar work ethic. Overall, I would make a tremendous addition to your team."

What type of work environment allows you to be the most productive?

"I understand from researching Verizon that your work environment is highly collaborative. I come from a similar environment and have found that I can be very productive when there is the 'buzz' of a team around me. I love the synergy of brainstorming with smart colleagues at the top of their fields. I find that they challenge me to bring my A-game, and I appreciate that extra boost of creative energy that comes from sharing ideas with others."

Think about whether you can be productive in any environment or if there are particular situations that you find distracting. Discuss your preferences with the interviewer. Be sure to research the environment offered in this position before the interview.

"I work well in a high-pressure, demanding environment that requires you to work smart and make your mark. I am competitive in nature and love to be challenged personally and professionally. I am excited and motivated by winning, whether that be winning over a new client, exceeding my KPIs, or being recognized for a job well done. I am also motivated and energized by a strong team that supports and challenges one another."

Why do you want to work for Verizon Communications?

"I've had my eye on Verizon for quite some time. I enjoy researching and reading what your current employees share about their experiences as part of your team. I'm impressed that they say they make an impact, have the opportunity to work differently, enjoy great pay and benefits, love the people they work with, and learn and grow. All of these elements are important to me in my job search."

The interviewer wants assurance that your values align with the values and vision of Verizon Communications. Assure the interviewer that this role would be a progressive step in your career, and be sure to express your excitement!

"I love your 'humanability' mission: to deliver the promise of the digital world by enhancing the ability of humans, businesses, and society to do more new and do more good. That is a lofty mission that addresses the needs of the digital economy, and I'd like to be part of that. In addition, I would love to work for Verizon because you offer the growth, development, and leadership opportunities I've been looking for. I see a long-term fit here, which is important to me."

Tell me about recent courses or training you've completed in your role as a Telecommunications Technician.

"Recently, I've wanted to improve my managerial and leadership skills to take that next step in my career. In my early career, I focused a lot on developmental activities that would increase my technical knowledge. Over the last year, I've found a senior manager to mentor me in developing my leadership skills. I've also completed an internal adaptive leadership program through my current organization to develop these skills and knowledge."

The interviewer would like for you to demonstrate your desire for continuous learning. Discuss how you have expanded your knowledge since starting a career in Telecommunications.

"I have not had the opportunity to attend any additional coursework or training since starting with my current company. This lack of opportunity is one of the reasons I'm seeking a new position. I appreciate that T-Mobile sees value in continuous education; that's a must within a team culture where everyone takes ownership for doing their part."

If you were hired today, what would you accomplish first?

"My priority would be soaking up as much information about culture, process, and KPIs as possible. I'd embark on a 'listening tour' to engage in deep conversation with my team and my colleagues to discover the greatest current needs and how to prioritize them based on company goals for the quarter. Overall, I would strive to meet or exceed all KPIs for the business quarter as efficiently as possible."

When you start a new position, it is essential to set a goal on how you will make a positive impact quickly after being hired. Tell the interviewer what your impact goal is should you be hired at Verizon Communications.

"If hired today, I would analyze all quantifiable data from the last month, quarter, and year to identify any challenges and set a plan to address them. I'd also look for team and company strengths to capitalize on or expand to increase the company's bottom line. Overall, I'd be looking for patterns that help me make an immediate contribution to the team and the organization."

Verizon is consistently recognized by many outside organizations, including the U.S. Environmental Protection Agency, as a responsible corporate citizen, committed to sustainability. How important is this to you?

"I believe that environmental quality and sustainability are key defining issues within the telecommunications industry. Today, many companies are judged by potential consumers and employees by their positions on issues like these. For example, I'm very impressed by Verizon's commitment to reducing its carbon intensity and helping customers lower their carbon emissions. This speaks to the corporate commitment to sustainability and empowers Verizon's customers to make a difference for the greater good."

Show the interviewer that you've done your research on Verizon Communications' corporate responsibility programs. Make a connection between Verizon's efforts and your values.

"This is an important issue to me, and I believe Verizon is making tremendous strides in leading the telecommunications industry in the direction of sustainability and cognizance of its effect on the world. This is a must-do in today's business environment when end-users of your products and services expect companies to be socially and environmentally responsible. Investing in green energy and offering a device recycling program are just two ways Verizon encourages sustainability at the corporate level and empowers its consumers to be part of the sustainability movement."

When you suffer a setback, how does it emotionally affect you and your work?

"Experiencing a setback is always disappointing and can be disheartening, but I understand that it happens. If I experience a major setback, I will take a few moments to debrief with my manager and discuss what I could have done differently. Then, I move on!"

Everyone handles the stress and disappointment of setbacks differently. Discuss with the interviewer how you typically cope with setbacks in the workplace.

"Setbacks happen no matter what, and for that reason, I try not to let them affect me emotionally in the least. I am a pragmatic thinker and stay focused despite challenges that come my way. I once had a colleague who described setbacks as "forward fumbles," which is a philosophy I have internalized and try to share with others. What looks in the moment like a setback can often, in retrospect, be a catalyst for change or a step toward a successful outcome you weren't even able to imagine."

How would you define excellent customer service?

"People want to be a part of something. We live in a tribal world, and brands focus on identifiers to make customers feel as if they are a part of something bigger, delivering the meaning they can relate to. It's crucial to remain true to the brand. As customer service representatives, our actions speak louder than our branding's words. The customer must feel welcome and not alienated. As I see it, a great customer experience translates to customer loyalty. Therefore, if everyone loves coming to work, the culture of our brand is appealing, and every ambassador's conduct is true to the brand, which translates to the customer experience customers are looking for. That repeatable experience is often what is required to retain brand loyalty. A happy team is more likely to deliver a welcoming experience. I'm a cheerful person, and that's what I like to bring to work. I think that's what everyone wants - to be happy when they're doing their job. It's contagious."

This question aims to evaluate your customer service skills. It will also help them assess how well you'll fit into the culture of their brand. Go deeper than 'the customer is always right.' Go beyond how you aim to deliver a great customer experience. Focus on the customer experience delivered through your interactions with your clientele and team. Focus on culture, branding, and creating human connections. Exhibit positivity and an enthusiasm for working in a customer-centric environment.

At Verizon, we've tried to take the lead in family digital safety and security. What can you tell me about this?

"This was a smart move on Verizon's part; as a provider of telecommunications services, it makes a lot of good business sense for Verizon to be the expert that parents and families can turn to to help navigate the digital landscape in a way that is as safe as possible for youngest consumers. In particular, I think the Verizon Smart Family plan allows Verizon to be a partner for parents who want to establish firm parameters around their children's digital use."

This is a chance to show the interviewer that you've done your homework. Try to discuss this approach at a high level and focus on how it relates to the overall Verizon Communications brand.

"I can certainly speak to the fact that parents are always looking for ways to protect their children online, and when Verizon shows itself as a leader in this space, it can inspire tremendous loyalty and trust among its customer base. Offering plans that allow parents to limit screen time, block apps, set content filters, and more establishes Verizon as the go-to provider with a family's best interests in mind."

Sales performance is of utmost importance to Verizon Communications. How do you plan to contribute to our profitability?

"I plan to contribute to your profitability through hard work, strategy, tenacity, and paying close attention to the needs of my customers. I have solid results in my most recent position and look forward to bringing these same successes to Verizon."

Talk to the interviewer about your sales targets, results, and contributions in the past. Be sure to highlight your biggest wins and talk about how you will bring the same performance to Verizon Communications if hired.

"My first step would be to examine current performance against KPIs and then develop a 30-, 60- and 90-day plan for how I can help the company achieve and even exceed them. I have a solid history of identifying strong lead measures that support overall organizational strategies and then leading a team to achieve those measures."

How can Verizon Communications continue to perform better than our competitors?

"I believe Verizon Communications has continued to be an industry leader due to its unwavering commitment to quality, its customers' needs, and persistent innovation. Some telecommunications companies have fallen behind because they focus on what competitors are doing instead of true and unique innovation. Developing products and solutions that customers want is important, and I believe that Verizon has mastered that."

The interviewer would like to know how well you understand the industry and the business environment in which Verizon Communications operates. Showcase the research you have conducted on Verizon Communications and its competitors.

"I believe that the key to outperforming your competitor is in knowing the needs and wants of your customers better than they do. I have seen the quality and satisfaction surveys that Verizon Communications conducts and the regular customer check-points to ensure overall happiness. I think that this can be even stronger by adding more touch-points and places for customers to leave feedback."

At Verizon, we are heavily invested in domestic violence prevention. How do you feel about that?

"This is an important issue for me personally, and I spend a fair amount of my time volunteering for domestic violence abuse prevention organizations. I'm happy to see that Verizon supports programs like Camp Hope, which focuses on ending cycles of generational violence, and that the company provides grants to many organizations founded to prevent domestic violence. I would love to be part of these efforts if I am selected for this position at Verizon."

Show the interviewer that you have researched and are familiar with the social justice causes that are important to Verizon. Also, show the interviewer how Verizon's values mesh with your own.

Verizon is recognized as a top military employer, and we employ more than 11,000 military service members, veterans, and reservists. What does this mean to you?

"I think more and more employers are learning that it's good business to hire military service members, veterans, and reservists. Most will enter the workforce with real-world, transferrable skills, which makes their learning curve so much shorter than that of more traditional candidates. I believe that concepts like leadership and teamwork are also well exemplified by veterans since they are the bedrock of military service and fit well with Verizon's corporate culture. This commitment is a win-win for everyone involved."

This is your chance to show the interviewer that you've researched its hiring policies and are familiar with its commitment to hiring veterans. It's a good idea to do a little research about the overall benefits of this approach.

"I'm so happy to see that more and more companies see the value and importance of hiring military veterans. When you bring in people who have traveled the world, have a keen respect for procedure and teamwork, and have undergone extensive leadership training, that's a win. For Verizon in particular, members of the military can bring invaluable perspective and knowledge concerning international and technical trends that can affect Verizon's future success. I love the fact that Verizon has this program."

At Verizon, we have implemented several affinity groups to support our diverse workforce. What are your feelings on the effectiveness of affinity groups within the workplace?

"From what I've researched about affinity groups, I believe they are a valuable tool to help attract, retain and develop underrepresented groups within the workplace. Affinity groups can provide employee mentorship opportunities, suggestions to improve company culture, and increased employee morale through their implementation - and even the fact that a company like Verizon commits to nurturing affinity groups can be an attractive quality for employees of all types."

Affinity groups are an increasingly important part of corporate strategy that emphasizes diversity and inclusion. Make sure to research Verizon's various affinity groups and be prepared to talk about how they contribute to a workplace that values employees of all types.

What was the biggest change you have had to deal with in your career?

"The biggest change that I have faced in my career would be when my previous company went through a major merger. We had to adapt to new processes and management, which was quite challenging. It worked out well for the company from a financial perspective, so the changes were well worth the challenges we faced initially."

You will likely face changes in your career from time to time. Assure the interviewer that you can adapt to significant changes professionally.

"The biggest change I have had to deal with in my career was the economic recession that hit almost immediately after I graduated. It was difficult to find a job in my related field. Not wanting to stay idle, I chose to take on an unpaid internship in my field to avoid my skills becoming stagnant. It was a smart choice because, after three months of interning, I was offered a full-time, permanent position with that organization. It was a grind, and I learned a lot during that time about patience and endurance."

Do you see yourself as a leader? When have you led a team?

"In my current position, I am the president of the social committee. I love having the opportunity to encourage employee engagement while being a positive influence on the workplace culture. I am a natural leader because I start by leading by example. As a leader, I make myself available to others who need mentorship, assistance in adjusting to their role, or a listening ear when they've had a tough day. I am confident in my leadership abilities and look forward to joining your team in a leadership role."

Perhaps you have led a club at work, been a coach for a youth sports team, or were on the advisory board for a non-profit organization. Be prepared to show the interviewer that you have a natural ability to lead others. Whether you have led a group of 500 or a team of 2, demonstrate to the interviewer that you can handle the responsibility of being a leader and mentor. Talk about your desire to be a leader. Share with the interviewer that you strive to be a role model for others. Explain that you jump at the opportunity to lead groups, encourage your counterparts, and be the face of the organization when challenges arise.

"I see myself as a leader. Not only have I managed a team in two prior roles, but I also believe that leadership does not always equate to management. I am sure to lead at all times by providing the best model, enthusiasm, and work ethic for the organization. I am open to new ideas and love to tackle a new project which, to me, embodies leadership."

At Verizon Communications, we put a lot of effort into staying 'in-the-know' within our industry. How do you keep up-to-date with new technology and trends?

"I spend a lot of time reading different websites such as CNET, Wired, and Techcrunch. Those are some of my favorites. New technology develops so fast, so I agree that it is essential to keep up-to-date. What are your favorite industry resources?"

There is no right or wrong answer! You merely want to demonstrate to the interviewer that you have a finger on the pulse of what is happening in the telecommunications industry. Briefly discuss how you stay up-to-date on new industry-related trends. It's a great idea to ask the interviewer what their favorite resources are, as well. This question could open up a great conversation!

"I listen to a lot of industry-related podcasts and have a few Google alerts set up so that I can get instant notifications on buzz-worthy changes and trends. I am always keeping an eye out for new information sources. Which are your favorites?"

What de-escalation techniques do you employ to calm an upset customer?

"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with an angry customer, or otherwise, I actively listen, mirror back to them what I feel they're communicating, and validate what they're communicating based on their reality. This requires empathy in tone and carefully chosen words. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share my knowledge and the avenues I can explore to help them and do my best to keep the communication as amenably and transparent as possible. Show them that you're putting thought into it and exploring all options before reaching an outcome."

This question is layered. The interviewer is not only trying to get an idea of who you are but also an idea of your communication skills and your focus on a team mentality. They're also keeping a keen eye out for any red flags. In the simplest terms, the last thing you want is to plant the seed that the challenging co-worker in this scenario was you. Soft interpersonal skills and the ability to communicate with a wide range of personalities are the traits of a high EQ. Investing the time to work with employees who take more effort to get on the same page makes for a much stronger team. This brand of team collaboration broadly enhances work relations, which most brands actively seek to recruit to fit their mold.

Excellent customer service is very important to us at Verizon Communications. How do you handle challenging customers?

"As a Telecommunications Specialist, I'm often called out to assist customers who are frustrated, disappointed, or angry due to equipment failure. In these situations, I always listen first, then validate the customer's feelings before jumping to solutions. Technical disruptions can be frustrating, and I want them to know I am on their side. Once the customer feels heard, I then begin troubleshooting the issue and working to resolve it. I won't leave a service call until I know the customer is delighted."

The interviewer would like to know that you remain professional, helpful, and calm when dealing with customers of all kinds. If you can, give a specific example of a time you successfully assisted a challenging customer.

"Challenging customers are present in any industry, and I have experienced a wide range of them in my career so far. I find that upset customers feel like their problems are not being heard. By offering an empathetic ear to their situation, I can usually diffuse the situation immediately. I will ask them what they feel a suitable solution is and then provide that solution or as close to it as possible. I believe this philosophy fits well with Verizon's approach to business."

How will you deal with resistance from your team on change?

"At my first job, there was a restructure, and an entire department merged with ours. That disrupted our pre-existing teams, changing a well-rooted dynamic. There was a lot of dissent as a result. But as soon as the changes were hinted at, I inquired with management about the big picture vision, asking all sorts of clarifying questions. I supported the decision as best as I could and spread the word, thereby squashing dissent. That is how I approach this situation every time - seek clarity, communicate evenly, get everybody on the same page, and move forward."

Change can be challenging, especially in the workplace. People value predictability in their employment, which gives them a feeling of job security. Policies often come into play throughout the growth of a company, and this can lead to anxiety and uncertainty for those who don't have a big-picture vision, especially when the messaging isn't clear to them. This question seeks to understand how you deal with and adapt to change and how you foster growth in a workplace. Provide an example of a situation in which you faced such a challenge. Explain how your course of action created positive insights toward the bigger picture and the end goal. You want to come across as a supporting influence for your employer.

What do you think you need to change to become a better team player?

"I can be hard on myself. When I make a mistake, I have trouble letting it go, and it can cause me to trip over my own feet. I'll bend over backwards to correct a mistake I've made or step up and take on more responsibility to make up for it. But this inadvertently led me to bite off more than I could chew. My supervisors have commented that they rarely need to reprimand me, as I am already too hard on myself. This used to be so extreme that some supervisors were reluctant to even let me know about my mistakes. I've since improved. On the rare occasion that something is brought to my attention, I simply listen, ask what I can do to make it right, and end the discussion with a commitment to do everything in my power to make sure it won't happen again. I slow down, take my time, and learn from my mistakes with less anxiety."

How you answer this question will give the interviewer insight into your self-awareness and how you identify your growth opportunities. Keep your answers professional and consistent. Many candidates might divulge too much information about themselves when prompted by questions such as these. People are generally forthcoming about who they are right off the bat.Frame your greatest weakness as an asset in its own right. Being a perfectionist can be a weakness. Similarly, this quality can be seen as a benefit, especially when you exhibit self-awareness and have identified this as a growth opportunity, which speaks to your high EQ. Think about any self-assessments you've made or items from previous performance reviews and see if any of those growth opportunities can be applied to this question.

At Verizon Communications we seek to hire those who are collaborative by nature. How do you get along in a team-based environment?

"I love working in a team-based environment. I enjoy bouncing ideas off others and the camaraderie of being part of a high-functioning team. As a Telecommunications Specialist, there are many times when I'm required to work alone, troubleshooting a technical problem off-site. I've received feedback from previous managers who have noted I'm particularly malleable and can work well independently and as part of a team."

The interviewer would like you to demonstrate that you can work well in a team-based and collaborative environment. Use a real-life example of a time you worked in a team-based environment.

"Whether I am doing an independent project or working in a team environment, I always give my best. I enjoy the camaraderie of working in a team, but I can be successful working autonomously as well. I love that Verizon's culture focuses on the meaningful relationships team members build; Verizon team members say they love the people they work with, which is important to me."

Tell me about a time you helped a co-worker accomplish an important goal.

"As a Sales Manager, I know that my team is only as successful as the lowest producing employee. My entire team must be motivated, engaged, and on point with their KPIs. Last month I hired a new employee who was struggling significantly with sales. I sat him down and realized that he didn't understand the product. We spent a few hours together over that next week learning the product. In the end, his sales increased by 64%, and he was significantly more confident. It helped the team morale as well."

Being goal-oriented and determined is imperative. Talk about what you do, outside of your own goals, to ensure that everyone on your team is successful. Assure the interviewer that you are always willing to keep the team, or company as a whole, in mind.

"When a new hire starts, I have become the go-to for shadowing. I always make sure to introduce myself to a brand new employee in my same role, and rather than see them as a threat, I schedule time for them to sit down with me and shadow what I do and how I do it. I want to see everyone succeed, and, since there is no real training program in our company, I feel I need to be the change-maker in the organization."

What anti-virus programs have you used, and have you ever had difficulty installing them?

"Effective cybersecurity solutions are important. I've used many different lines of anti-virus software. Norton and AVG are my go-to's. They're large, well-known brands. Installation is simple. They also have extensive libraries of information if you do run into difficulty."

This is a technical question and will only be asked if you're interviewing for an IT-related position. The interviewer would like to know your scope of understanding of different anti-virus programs, the problems that can arise, and the importance of cyber-security. Briefly discuss the anti-virus programs that you have used/installed.

"For my residential clients, I usually suggest AVG. For my commercial clients, my go-to program is Avast Endpoint Protection Advanced. The installation has always been simple for me as both offerings include great step-by-step guides and 24/7 customer support."

Tell us about a time you successfully installed new or modified software or hardware or programming modules.

"During college, I completed a couple of jobs for friends who had small business requirements. One client was looking for a solution to manage contacts and client information as he was using only a manual spreadsheet. I researched appropriate CMS platforms and advised him on what I thought would best suit his needs. I then went through a mapping process, understanding what he needed the software to do. I customized fields which required basic coding skills and provided process guides for how he should best use the software going forward."

This question may only be asked during a technical interview at Verizon. The interviewer is looking for specific technical knowledge to be sure you're experienced enough for this position. Be sure to answer specifically and demonstrate your full understanding of these technical tasks.

"Not too long ago, I had to do a company-wide Windows 10 installation for one of our clients. I planned the installation with my team; we briefed all 50 employees on what to expect during the installation and how long we expected the installation to take. The project ran seamlessly, and I believe this was because we communicated so clearly along the way with all parties."

Describe your knowledge of Agile project management. How does it differ from other project management methodologies?

"Most of the projects I've been part of have used Agile methodology. I have found that Agile project management gives greater flexibility to pivot without requiring substantial changes and reworking. The risk is also reduced, since the project is completed in iterative steps, with testing along the way, rather than waiting until the end of the project. Is Agile project management the primary method used at Verizon?"

The interviewer would like to see that your knowledge is strong enough that you can compare project management methodologies. Discuss your current knowledge of Agile project management.

"I have not been part of many projects that use the Agile methodology, so my understanding could be stronger than it currently is. From my understanding, Agile encourages more of a collaborative environment with a faster response time. We more often utilize XPM, Extreme Project Management in my current position. This choice is because many of our projects are short with a tight deadline, and XPM is most effective for those types of project plans. What type of project management methodology do teams typically use at Verizon?"

Which coding languages are you familiar with?

"I began my current position with very minimal coding skills. I can confidently say that I now have intermediate coding skills - primarily in HTML, CSS, and, more recently, JavaScript. I'm largely self-taught and started to learn as a hobby to build digital systems on the weekend. I've noticed over the last five years that this knowledge is becoming particularly valuable in my day-to-day work. Are there any coding languages you are specifically looking for?"

Coding may not be a skill you'll need or even be asked at your interview, but if the position you're interviewing for is somewhat technical, be prepared for a response. The reason being is the interviewer is looking for evidence of continued learning and improvement. Your desire and willingness to expand your knowledge into different areas of technology will make you a stand-out candidate. Discuss the coding languages you are most familiar with and ask the interviewer if they are looking for any specific coding languages. You want to have the opportunity to address any potential shortcomings in your experience right away.

"Coding has not been the primary focus of my training. With that said, I have worked with individuals who are fluent in CSS and JavaScript. Are there any coding languages you need me to learn to succeed in this role? I am happy to take any required coursework."

Verizon Communications Interview Questions

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1. Change is par for the course with Verizon Communications. When have you had to adapt to change?
2. At Verizon, we pride ourselves on being resourceful. When have you been able to resolve a problem in your workplace?
3. When have you worked among a diverse group of people?
4. We work hard to keep a harmonious workplace culture at Verizon Communications. Have you ever had a conflict with a manager? How did you resolve it?
5. How would you handle a situation where your Verizon supervisor did not properly communicate information to you?
6. How was your attendance at your last job?
7. At Verizon, we're very proud of our innovative learning labs. Tell me a little about what you know about this initiative and what it says about the company.
8. Tell me a little about how you think Verizon's launch of 5G Ultra Wideband will shape our future business.
9. How often do you think employees need vacations? Do vacations help restore harmony to a person’s work-life?
10. What is Verizon's Credo?
11. Who are Verizon’s Competitors?
12. What hours can you work?
13. Why did you choose to become a Telecommunication Technician?
14. How do you believe you will complement our department, if you were hired?
15. What type of work environment allows you to be the most productive?
16. Why do you want to work for Verizon Communications?
17. Tell me about recent courses or training you've completed in your role as a Telecommunications Technician.
18. If you were hired today, what would you accomplish first?
19. Verizon is consistently recognized by many outside organizations, including the U.S. Environmental Protection Agency, as a responsible corporate citizen, committed to sustainability. How important is this to you?
20. When you suffer a setback, how does it emotionally affect you and your work?
21. How would you define excellent customer service?
22. At Verizon, we've tried to take the lead in family digital safety and security. What can you tell me about this?
23. Sales performance is of utmost importance to Verizon Communications. How do you plan to contribute to our profitability?
24. How can Verizon Communications continue to perform better than our competitors?
25. At Verizon, we are heavily invested in domestic violence prevention. How do you feel about that?
26. Verizon is recognized as a top military employer, and we employ more than 11,000 military service members, veterans, and reservists. What does this mean to you?
27. At Verizon, we have implemented several affinity groups to support our diverse workforce. What are your feelings on the effectiveness of affinity groups within the workplace?
28. What was the biggest change you have had to deal with in your career?
29. Do you see yourself as a leader? When have you led a team?
30. At Verizon Communications, we put a lot of effort into staying 'in-the-know' within our industry. How do you keep up-to-date with new technology and trends?
31. What de-escalation techniques do you employ to calm an upset customer?
32. Excellent customer service is very important to us at Verizon Communications. How do you handle challenging customers?
33. How will you deal with resistance from your team on change?
34. What do you think you need to change to become a better team player?
35. At Verizon Communications we seek to hire those who are collaborative by nature. How do you get along in a team-based environment?
36. Tell me about a time you helped a co-worker accomplish an important goal.
37. What anti-virus programs have you used, and have you ever had difficulty installing them?
38. Tell us about a time you successfully installed new or modified software or hardware or programming modules.
39. Describe your knowledge of Agile project management. How does it differ from other project management methodologies?
40. Which coding languages are you familiar with?

Verizon Communications Interview Questions

1. Change is par for the course with Verizon Communications. When have you had to adapt to change?

2. At Verizon, we pride ourselves on being resourceful. When have you been able to resolve a problem in your workplace?

3. When have you worked among a diverse group of people?

4. We work hard to keep a harmonious workplace culture at Verizon Communications. Have you ever had a conflict with a manager? How did you resolve it?

5. How would you handle a situation where your Verizon supervisor did not properly communicate information to you?

6. How was your attendance at your last job?

7. At Verizon, we're very proud of our innovative learning labs. Tell me a little about what you know about this initiative and what it says about the company.

8. Tell me a little about how you think Verizon's launch of 5G Ultra Wideband will shape our future business.

9. How often do you think employees need vacations? Do vacations help restore harmony to a person’s work-life?

10. What is Verizon's Credo?

11. Who are Verizon’s Competitors?

12. What hours can you work?

13. Why did you choose to become a Telecommunication Technician?

14. How do you believe you will complement our department, if you were hired?

15. What type of work environment allows you to be the most productive?

16. Why do you want to work for Verizon Communications?

17. Tell me about recent courses or training you've completed in your role as a Telecommunications Technician.

18. If you were hired today, what would you accomplish first?

19. Verizon is consistently recognized by many outside organizations, including the U.S. Environmental Protection Agency, as a responsible corporate citizen, committed to sustainability. How important is this to you?

20. When you suffer a setback, how does it emotionally affect you and your work?

21. How would you define excellent customer service?

22. At Verizon, we've tried to take the lead in family digital safety and security. What can you tell me about this?

23. Sales performance is of utmost importance to Verizon Communications. How do you plan to contribute to our profitability?

24. How can Verizon Communications continue to perform better than our competitors?

25. At Verizon, we are heavily invested in domestic violence prevention. How do you feel about that?

26. Verizon is recognized as a top military employer, and we employ more than 11,000 military service members, veterans, and reservists. What does this mean to you?

27. At Verizon, we have implemented several affinity groups to support our diverse workforce. What are your feelings on the effectiveness of affinity groups within the workplace?

28. What was the biggest change you have had to deal with in your career?

29. Do you see yourself as a leader? When have you led a team?

30. At Verizon Communications, we put a lot of effort into staying 'in-the-know' within our industry. How do you keep up-to-date with new technology and trends?

31. What de-escalation techniques do you employ to calm an upset customer?

32. Excellent customer service is very important to us at Verizon Communications. How do you handle challenging customers?

33. How will you deal with resistance from your team on change?

34. What do you think you need to change to become a better team player?

35. At Verizon Communications we seek to hire those who are collaborative by nature. How do you get along in a team-based environment?

36. Tell me about a time you helped a co-worker accomplish an important goal.

37. What anti-virus programs have you used, and have you ever had difficulty installing them?

38. Tell us about a time you successfully installed new or modified software or hardware or programming modules.

39. Describe your knowledge of Agile project management. How does it differ from other project management methodologies?

40. Which coding languages are you familiar with?