Tell me about a time where you adapted your communication style to better communicate with a customer.
"I recently dealt with a customer who spoke very little English. The rest of our staff had no idea how to help this person or what their issue was. So I stepped in, and after a moment was able to determine what country they were from, and then able to determine a common language that we both spoke poorly. So, at this point, both speaking a language which was not our native tongue, in the most rudimentary terms we were able to communicate, and I was able to help them with their inquiry."
"I recently had an encounter with an irate customer. They started off by cutting me off as I greeted them and launched into something of a tirade. Very quickly, I asked them to start over, more calmly so that I could more effectively understand exactly what it was they were trying to communicate. They were jumping all over the place, and it took a while to get them to fill in all the pieces of their complaint. Eventually, I mirrored everything back to them, and asked them if there was anything they left out. They then said I got it right and asked me what I was going to do about it. At that point I explained to them they had us confused with another company with a similar name, and that we hosted an entirely different range of products and services, but I told them if they'd like, I could quickly find out the proper channels for them to lodge their complaint, and help them get their issues with this other company resolved. They apologized all over the place and thanked me for the help."
A skilled communicator adapts their communication style to those who are less skilled communicators than themselves. A DWP work coach will often need to employ their high-level communication skills on the job, especially when communicating with those customers who face significant and emotionally challenging circumstances. Share a story that demonstrates your ability to remain objective, maintaining a situational perspective, while exhibiting empathy. Choose a story, or work experience, which your interviewer will find relatable to this position, and makes you seem well prepared for the role and what lies ahead.
Here are some of the ways DWP defines the traits of an effective communicator; "Communicating and Influencing - Communicate clearly and concisely, both orally and in writing. Interact with others in an enthusiastic way. Express ideas clearly and with respect to others. Listen to and value different ideas, views and ways of working. Respond constructively and objectively to comments and questions. Handle challenging conversations with confidence and sensitivity."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
A customer was complaining and shouting at me as he was overcharged. I requested him in a calm manner to lower his voice so I could help. He was struggling to speak English. I spoke in Urdu to him and asked him to explain what happened. I listened to his problem. I took his reg and checked it was the system, so I gave him the email of the refund team. Also, I gave my name and role. The refund was done. He was happy.
Jaymie's Feedback
Your response demonstrates your ability to keep your cool in a tense situation, de-escalate, and use effective listening skills to get to the root cause of a problem. Great example!
