THE STAR METHOD - A structured manner of responding to a behavioral-based interview question by discussing the specific situation, task, action, and result of the situation you are describing.
Describe the situation that you were in or the task that you needed to accomplish. You must describe a specific event or situation, not a generalized description of what you have done in the past. Be sure to give enough detail for the interviewer to understand. This situation can be from a previous job, from a volunteer experience, or any relevant event.
What goal were you working toward?
Describe the actions you took to address the situation with an appropriate amount of detail and keep the focus on YOU. What specific steps did you take and what was your particular contribution? Be careful that you don’t describe what the team or group did when talking about a project, but what you actually did. Use the word “I,” not “we” when describing a
Describe the outcome of your actions and don’t be shy about taking credit for your behavior. What happened? How did the event end? What did you accomplish? What did you learn? Make sure your answer contains multiple positive results.
Remember
"In my previous role at [Previous Company], I managed a high volume of customer calls daily. I honed my communication skills, ensuring I actively listened to customers, empathized with their concerns, and provided effective solutions. I also utilized the company's knowledge base to swiftly address common issues, ensuring customer satisfaction."
"I approach challenging situations by remaining calm and empathetic. I understand that customers may be frustrated, and I strive to actively listen, validate their concerns, and reassure them that I am here to help. I always focus on finding a solution and seek guidance from supervisors if necessary."
"In my previous role, there were instances where I had to handle multiple tasks simultaneously. I developed strong multitasking skills by prioritizing urgent issues, efficiently navigating through systems, and ensuring that each customer received the attention they deserved. This helped me maintain a high level of productivity without compromising on quality."
"Maintaining a positive and professional tone is crucial in customer service. I focus on using clear and friendly language, avoiding jargon, and adapting my communication style to match the customer's demeanor. I also make sure to stay patient, even in challenging situations, and always end the interaction on a positive note."
"Staying updated on product knowledge and company policies is essential for effective customer support. I regularly review training materials, participate in team meetings, and leverage online resources. Additionally, I proactively seek feedback from peers and supervisors to ensure I'm continuously improving and aligning with any updates in policies or procedures."