Initials Behavioral Assessment Made Easy

Initials behavioral assessment

today we are going to talk about how to answer situational or behavioral call center interview questions which is also applicable to any type of interview if I must say so if you want that kind of discussion then stay tuned on this video [Music] hey Teresa welcome back to my channel this estrella once again and as usual here in this channel we talk about call center tips and lifestyle survival so if you're just new here please consider subscribing just click the red subscribe button below and if you have already subscribed thank you so much to give you an idea situational or behavioral questions are asked during an interview so that the interviewers or the company would know whether you're competent for a certain task or not sometimes they don't notice that they are already asking you a situational or behavioral question and when you're not prepared for it you will not be able to answer it properly but there is actually a technique to answer behavioral questions so that you will be able to convince your interviewer that you are the one for their company so that's what we are going to discuss today usually behavioral or situational questions start with tell me of a certain time when you dot dot dot or describe a situation wherein you did not done so usually the questions start with those things and when those questions come then you can follow the star format so what is the star format of answering interview questions it is actually a very effective technique so that you will be able to provide a structured or organized response instead of just blurting out something that you have thought of one second so s stands for situation or what situation were you in during that time Leonard C stands for task or what was the task that was asked for you to do letter a stands for action or what is the course of action or what was the course of action that you did so that you can achieve or fulfill that letter T which was the task and letter R stands for result or results what was the result or the outcome of your action for that certain task or situation so again just remember to star format situation task action and results that's it Mike no I'm just kidding of course we are going to discuss some sample questions and my sample answers to some behavioral questions using the star format technique my insider tip for this when you are already preparing for your call center interview is to really get down to it get a piece of paper and write down all the experiences that you've had if you are a college graduate or fresh from college or let's just say you're an undergraduate who wants to apply you can use your experiences from the University or from school it does not have to be a very you know grand kind of experience just something simple as long as you did something good will do if you have a work experience in other industry for example food or travel industry you can use your experiences in those jobs to apply to your answers for the situational or behavioral questions sometimes you don't really know how to answer those questions and you don't know what kind of situation you will provide which is why preparation is very important so again down let's just say one to five experiences that you've had previously that you can use to answer behavioral or situational questions so I hope that makes sense another insider tip that I could provide is to make sure you are using specific examples rather than generic examples like when you say I have been a very dedicated and very hard-working individual in my past job that is a very generic example it is easy to say that maybe you know from the interviewers standpoint maybe you're just making up something in your mind but when you are giving a specific situation you are more believable and you are more credible so when you say specific you'd give an example for example you can say in my past job as a fast-food waiter I had to work really hard because I needed to support my family because I was the breadwinner until now I am still the breadwinner so it's specific right compared to the generic example that I provided earlier so now that we have that out of the way let's talk about some sample interview questions and I hope this discussion will help you in answering your questions during your interview okay here's the first behavioral / situational question that we will break down based on the star format by the way it just rained so you might hear some raindrops on the background sorry about that so let's continue the question is tell me about a time when you were able to help out 18 member so again even though you haven't worked in the call center before it does not have to be a team member at work can also be a classmate or a friend while doing your project in school or in the community it's up to you just have to specify the situation so the situation for letter s is this I had a teammate who was having a hard time hitting her a HT or average called handling time and she was upset because it seemed that she couldn't do it anymore that was the situation and the task is this since I was hitting the target for a HD I felt it would be best as her teammate to help her out in achieving her a HT target as well so that was your task in my sample answer and then the action is I helped her with phone simulations during our breaks and after shift so she could practice effective ways to answer a customer efficiently I also shared with her my best practices such as being direct to the point when speaking with the customer as well as listening to the customers concern properly to avoid repetition so the action part of the star format is like the how question like how did you help your teammate and then what is the result of that action so because of what you did what happened next the result is or was with our daily practice her a HT decreased day by day until she got more comfortable with her scripting so I hope you got a sense of how to answer that question using the star format yes okay now let's move on to the second sample question and answer describe a situation when you felt a team member was not contributing enough so in my first question the sample answer has to do with someone who has already worked in the call center previously now for this question I will give up an example for you college graduates or those who don't have call center experience so I'm not going to break it down any more it's really just my sample answer for the question this is going to be my first time to work in a call center if ever but I do have an example back in school my screenplay class had to come up with a play which would serve as our final examination for that subject it was a big class and two of my classmates who are assigned to work with our props team would just go home right away when we'd schedule meetings or rehearsals I was assigned to be the stage manager for the play and I wanted everyone to be around during practice so I asked our class director to hold an open forum and a class meeting and made sure that my two classmates were present but then it single them out we talked to everybody as a team so that each one would know and understand his or her roles in our blade after that my two classmates found it just right to show up during rehearsals or after a class to help with making the props so again if you notice it's really very structured thus the examples were very very specific ok let's have another example the third example I have is describe a situation when you had to deal with demands from an unreasonable customer so this is my sample answer when I was working as a cashier in a fast food restaurant there was that this customer who went up to me and really because her order was incorrect even though she already agreed beforehand that all her orders were complete she demanded to have some over order sir please right away my task was to entertain the customers demands even though I felt that they were a bit unreasonable and there were also a lot of customers waiting in line since it was the first time I encountered that issue I ask my supervisor for advice I had to stay calm and patient during the entire conversation even though she was already raising her voice my supervisor told me to replace some of the orders and I followed the customer although she still looked angry was satisfied after that again very specific not generic and very detailed but even though it's detailed you still have to make sure it's direct to the point no flowery sentences or statements ok the next example describe a situation when you had to calm down a very angry customer so this is a sample answer I worked as an airline personnel and one time there were two foreign customers who were late from boarding the plane they were already checked in but when it was boarding time they were nowhere to be found until the boarding gate closed and they found out they couldn't board the plane anymore one of the customers was yelling and screaming at me for a good 15 minutes because he insisted that they were already checked in as the in-charge I calmly explained to the customer that the airplane was already in its final stage of security checks that they can no longer board the plane and that their names were called for boarding but they didn't but they did not show up to calm him down I told him that I will just look for the next available flight for them and fortunately and fortunately the next flight had vacant seats the customers come down after that and the last example that I have is this tell me about a time you failed and how did you deal with that tuition so this is my sample answer I remember when my college professor once asked us to write a reaction paper about an interview with an artist that we watched in class I had to write a one-page reaction and I was so excited and confident with what I wrote that I really believed I was going to get a high score when my professor already returned the papers after she checked them I got a two over ten score with a sad face beside it I am an achiever type of person so it was hard for me to accept it it turned out that I had a different understanding of her instructions so I did not get the reaction paper right what I did was just too painfully accept my failure and told myself that I would do better next time and that I'd make sure I had the instructions right I used my failure as a learning experience and thought that I could still make up for it next time final tips although the examples might be different from what you will get during your actual interview it is important that you know how to answer using the star format technique so that your responses will be structured and organized and for sure you probably wouldn't think of a situation to answer right away once you're already in an interview but that's okay at least you know in your mind that you can follow the star format so that you can provide a specific answer to your interviewer and again don't forget to prepare some situations or experiences that you can use to answer your interviewers questions so as usual if you like this content please don't forget to Like subscribe if you haven't yet we are almost at 20,000 subscribers I am not sure how this can top I wore this channel this community already has 20,000 subscribers I am very grateful to you for your support and I hope you get to need to support this channel as well and I will continue to make videos for you and so thank you so much for watching this video and I'll see you again on my next time take care