My enthusiasim to jump immediately into a project can sometimes be a weakness, but I often create a list of priorities and make sure I follow a procedure that I know works.
Explain me an example of a time when you had to motivate and develop a team in a challenging work environment?
Tell me a situation in which you inspired trust and respect in your team?
Tell us how have you educated your front-line agents to ensure excellent customer feedback?
Tell me how would you measure the success of you and your team over a 3, 6 and 12 month period?
Tell me how have you dealt with upset or angry customers in the past? Is there anything you would do differently?
Explain me have you been in a situation where you were unable to resolve a customer problem? How did you deal with the situation?
Explain me about a time that you helped resolve a particularly difficult customer issue?
Explain me within the interview process you may be required to perform a role-play. A popular example of this is being asked to role-play an escalated call with an unhappy customer?
Explain me how you have brought about business change through use of technology and process re-engineering, describing what particular techniques you have employed, e.g. 6 sigma, lean management, etc.?
Explain about an occasion when you had to analyse a large amount of complex information which led to you identifying an improvement in service delivery or cost.?
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