How to Answer: Please provide examples of how you have helped your clients feel valued, respected, and supported.
Advice and answer examples written specifically for an IT Delivery Manager job interview.
2. Please provide examples of how you have helped your clients feel valued, respected, and supported.
Why the Interviewer Asks This Question
Delivery managers are often required to perform customer service-related functions. Interviewers who ask this question are interested in a candidate's ability to demonstrate the soft skills necessary to provide the level of service required by the role.
Written by Karrie Day on April 6th, 2022
What to Avoid
Avoid answers that focus solely on common support processes such as ticket resolution procedures to demonstrate your customer service skills. Interviewers seek candidates who consistently go beyond what is required in a client setting and want to know what unique value you can add to the customer experience.
Written by Karrie Day on April 6th, 2022
Answer Example
"I believe in treating everyone I work with in any capacity with respect. I make it a point to show the same respect to all of my clients regardless of their title, role, or background. For example, I am known for shadowing junior-level resources to allow them to offer feedback and share concerns. I find the time spent with individuals in these end-user roles adds tremendous value to a successful delivery process.
I have demonstrated that I feel my clients are valued in a number of ways. I have personally thanked them for their contributions to my team's efforts. I have captured metrics to show how the changes they have made to processes and workflows have generated value. I have also held meetings with their management to offer positive feedback.
In regards to support, I am a believer in end-to-end ownership for the projects I work on. I let my customers know they can reach out to me to let me know about anything going on, even if I am not directly responsible. They know they can count on me to help facilitate a solution on their behalf. I also take the time to listen. Sometimes clients just need to be heard, and offering them an outlet to vent with someone who shows empathy and concern goes a long way."
Written by Karrie Day on April 6th, 2022