Give an example of a time when you have delivered excellent customer service.
"While working at X Company in X role, the customer had called the office as they had not received the paperwork we had posted relating to the examination dates. I reassured the customer that we would be able to resolve their query and needed to obtain some details in order to do this. I went through my list of questions relating to full name, address, course they were taking, tutor name, and start date with the university. I took the contact number from the customer and confirmed I would research the matter and call them back within the hour with an update.
I went away and completed the research required. I called the customer and confirmed that the original registration form had a different address from the one provided over the phone which explained why the paperwork had not arrived. The candidate confirmed that they had moved and had not updated us. I reviewed the rest of the customer information on file and made all of the required updates to their records. I then emailed them a copy of the paperwork so that they could review it while they waited for the official documents to arrive via mail. The customer thanked me for taking the time to resolve the issue and for going above and beyond to help."
It can help to make a quick list of several of your best customer service interactions prior to your university administrator interview. Give each item in your list a title and then jot down the basic details in the STAR (situation, task, action, result) format.
Use the STAR model to walk your interviewer through your excellence in customer service scenario. If you have more than one applicable story to choose from, select one that highlights your skills in another area applicable to the university administrator role such as data entry, communication, or reporting. Don't forget to include the results of your efforts and any lessons learned that will add value to the university in the event you are extended an offer for employment.
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 first year student came after the residence staff had left for the day. He was done registering and had a challenge with an accommodation. I had to stay with him, call residence staff, and wait for them to come help. It was after hours, but I stayed until I made sure the student was assisted. Doing this gave the company a good name.
Rachelle's Feedback
This response is a good start! Try filling out the information and setting the stage for your interviewer in a more robust manner. The STAR framework can help you to do this very well (Situation, Task, Action, Result).
Anonymous Answer
In my current role at ____ Faculty as a Senior Clerical Assistant, I offered to support the Booth to cover a member of staff who wasn't available at the time. This meant that I would be answering student queries, face to face, using my own initiative. For example, I had an international student querying about their enrolment link that they had not yet received. I asked for their student ID and checked their student record thoroughly. First I check the narrative to see if any additional notes have been added, then I check the log to see what the most recent action made by the University. I noticed that they hadn't completed their Right To Study checks which are mandatory for the student to complete the enrolment process. I handed them a map to the Student Centre and provided them with the contact information in case they required further assistance. I then followed up by asking if the student has any other queries that I can help with for the day or if they need me to clarify anything. The student felt that their query had been answered to their satisfaction and they were happy to be able to get the clarity they required.
I was able to find a solution in a timely manner, as I had a que of students lining up outside, this didn't effect my effort to solve their problem and proves that I am able to work under pressure whilst delivering good customer service.
Stephanie's Feedback
This is a thorough and well-rounded response! It sounds like you've been effective at delivering exceptional customer service. These skills will translate very nicely into your future work!
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