AUTO-DRAFT

SUGGESTED ANSWER:

SITUATION – In my previous job, I was managing the telephone lines and responding to customer calls. One day, an elderly gentleman telephoned to place an order online and he was clearly having problems selecting the product he needed and also making the payment over the phone.

TASK – I saw it as my task to spend time patiently helping the gentleman choose the right products for him and to also talk him through the payment process, reassuring him along the way.

ACTION – I started off my asking him a series of probing questions to ascertain which product he needed. Once we had achieved that stage, I then explained in detail how we would use his payment details to process the payment, and that his details were totally secure. I then took the payment details and his address for delivery. I also upgraded him to our free express delivery service to provide further reassurance that he would receive his good quickly.

RESULT – Although the customer was initially confused and he struggled to find the product he needed, I managed to talk him through everything successfully by being patient and methodical in my approach. The customer was very happy with the service and he has since used our company again to buy products.

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