How to Answer: How have you handled an employee that wasn't performing up to standard?
Advice and answer examples written specifically for a Client Services Manager job interview.
21. How have you handled an employee that wasn't performing up to standard?
Why the Interviewer Asks This Question
It is expensive to train and hire employees, especially if employee turnover is frequent. The hiring manager wants to hire a client services manager that will hold the team accountable but will make sure that they work with employees before rushing to fire an employee that is not performing to the best of his/ her ability.
Written by Luke Duggan on January 12th, 2022
What You Should Say
Align your response with your management style. It is important that you demonstrate that you are comfortable holding your team accountable.
Written by Luke Duggan on January 12th, 2022
Answer Example
"I have a habit of carrying a small notebook to jot down notes that I notice during the shift. During pockets of downtime, I'll reference them and have quick, follow-up conversations with the employees. I may use those conversations to improve performance and to recognize good behavior. For example, if I noticed an employee didn't follow the standard when answering the phone, I'll recap the situation and mention that I noticed they didn't answer with the standard greeting and remind them what that greeting is."
Written by Luke Duggan on January 12th, 2022