Example response for question delving into Goal Achievement with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Challenge: Describe the specific challenging customer service goal that you had to meet
•  Actions: Explain the steps you took to address the challenge and meet the goal
•  Skills: Highlight the customer service skills you utilized during this situation
•  Results: Share the outcome of your efforts and how you successfully met the challenging goal
•  Learning: Discuss any lessons or insights you gained from this experience

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Assessing my ability to handle challenging situations and find effective solutions
•  Customer service mindset: Evaluating my commitment to meeting customer needs and exceeding expectations
•  Goal-oriented approach: Determining my ability to set and achieve challenging targets in a customer service role
•  Resilience & adaptability: Assessing how I handle pressure and adapt to changing circumstances in order to meet goals

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Blaming others: Avoid blaming others or making excuses for not meeting the goal. Take responsibility for your actions and focus on what you did to overcome the challenge
•  Lack of preparation: Avoid giving vague or generic answers. Be specific and provide clear examples of the challenging goal, the actions you took, and the results you achieved
•  Negative attitude: Avoid displaying a negative attitude towards the challenging goal or the customer. Stay positive and highlight how you remained motivated and focused on finding solutions
•  Lack of problem-solving skills: Avoid not mentioning any strategies or problem-solving techniques you used to meet the goal. Show your ability to think critically and come up with effective solutions
•  Lack of teamwork: Avoid not mentioning any collaboration or support you received from colleagues or team members. Highlight the importance of teamwork and how it contributed to achieving the challenging goal

 Related

  Other questions asked for the Call Center Agent in Customer Service function. View details for the Call Center Agent here

• Tell me about your previous experience in customer service.
• What do you consider to be excellent customer service?
• How do you prioritize your tasks in a fast-paced environment?
• Describe a situation where you had to deal with an angry customer and how you resolved it.
• How do you handle multiple phone lines or chat conversations simultaneously?
• What steps do you take to ensure accuracy in your work?
• How do you handle repetitive tasks without losing motivation?
• What strategies do you use to upsell or cross-sell products or services?
• Tell me about a time when you went above and beyond to help a customer.
• How do you handle confidential customer information?
• Describe a time when you had to work with a difficult team member and how you handled it.
• How do you handle high-stress situations?
• How do you handle feedback or criticism from customers?
• How do you handle a situation where a customer is dissatisfied with the company's policies?
• Tell me about a time when you had to handle a high-volume of customer inquiries.
• How do you handle a situation where you don't know the answer to a customer's question?
• How do you handle difficult customers?
• What do you do to stay updated on product knowledge and industry trends?
• Describe a time when you had to adapt to a new customer service software or system.