► Describe a time where you have gone out of your way to help a customer. What did you do and what was the result?

► In any role you can have people you don't want to deal with. Describe your worst example of this and how you managed that person.

► Tell me about a time where a customer did not accept the information you were providing and you needed to explain it in different terms.

► How have you ensured that your team or direct reports have managed to keep delivering high levels of customer service in challenging circumstances? Please provide an example.

► Give me an example of a time where you have needed to ensure that the organisation kept focussed on a particular customer. Why was that necessary? What steps did you take?

► Describe a time where you took over a difficult client. What did you do to ensure the relationship ran smoothly? What made a difference in this circumstance?

► Give me an example of where you have needed to say no to a customer. How did you do this, and still maintain a positive relationship?

► Have you ever had a client change their mind during a negotiation around a service you provide? What did you do to handle this situation?

► How do you determine whether a team member has client orientation? Provide an example of this.