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How fast do you respond to customer emails and web inquiries? What timeline do you feel is appropriate?

1 of 10 Performance-Based Interview Questions and Answers Written by Rachelle Enns

Updated on June 29th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

The interviewer would like to know what you interpret as a fast turnaround when it comes to responding to your customers. You should take note of how quickly you are responded to, by this organization, if you are a past customer. This question also offers the opportunity for you to ask the interviewer what their company policy or expectation may be. You don't want to say '3 days' when it's 24 hours!

Professional Answer Examples
Answer example

"In my current role we have a rule that our inbox needs to be cleared out every three days. So, 72 hours I suppose is the maximum amount of time. With that said, I do try to respond to everyone within 48 hours. Could you share with me your policy?"

Answer example

"I would love to know what your policy is here. My personal goal is to return all phone messages the same day, and email messages within 48 hours."

Answer example

"My response time may vary depending on urgency; however, I never leave my clients hanging more than a day. Do you have a preference here?"

Answer example

"Marketing is fast moving. For that reason, my clients are never left waiting more than a few hours. What is your timeline like here?"

Answer example

"We have a three-day, unspoken rule, in our company that I follow but I do try to deliver responses a bit faster than that. With that said, I suppose it also depends on the volume of inquiries. In slower times I can return my customers' inquiries within a day. In the holiday season, 72 hours is more reasonable. Is that acceptable for your timeline?"

Answer example

"My customers often need speedy responses. Between my sales assistant and I, we almost always return inquiries within 8 hours. Could you share with me your expectation here?"

Answer example

"Parent inquiries need to be answered on the same day, in my opinion. I want my students' parents to know that I care about their questions, and I encourage them."

Written by:

Ryan Brown
Ryan Brown, is the creator of MockQuestions. He has over ten years experience creating interview questions. His website has helped over 10 million job seekers in their interview preparation.
Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
First written on: 04/05/2018
Last modified on: 06/29/2018
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