Customer Obsession Skills

Your Qualities

Self Driven Customer Obsession Questions

Give me an example of Customer Obsession?
Give me an example where you went above and beyond to solve customer problems.
Give me an example of a change you implemented in your current team or organization to meet the needs of your customers. What has been the result?
Tell me about a time you used customer feedback to change the way you worked. Why did you take the action you did? What was the outcome?
How do you honestly pursue customer feedback, not just solicit them for compliments?
How do you wow your customers?

Experience dealing with Difficult Customers Questions

Tell me about a time you handled a difficult customer. What did you do? How did you manage the customer? What was her/his reaction? What was the outcome?
Most of us at one time have felt frustrated or impatient when dealing with customers. Can you tell me about a time when you felt this way and how you dealt with it?
Tell me about a time you had to compromise in order to satisfy a customer.

Experience with Customer Prioritization Questions

When you are dealing with multiple customers, how do you prioritize different customer needs?
When was a time you had to balance the needs of the customer with the needs of the business? How did you approach the situation? What were your actions? What was the end result?
When do you think it’s ok to push back or say no to an unreasonable customer request?

Experience with Customer Collaboration Questions

Tell me about a time a customer wanted one thing but you felt they needed something else. What was the situation and what was the action you took?
How do you get to an understanding of what the customer’s needs are?
How do you develop client relationships?

STAR Response:

Situation: Our team was developing a new product feature with a tight deadline. Internal stakeholders wanted to pack in as much functionality as possible, while early customer feedback indicated a desire for a simpler, more focused solution.
Task: My task was to reconcile these competing priorities and ensure we delivered a product that satisfied both internal goals and customer expectations.
Action: I organized a workshop with key stakeholders and presented the customer feedback data. We collaboratively prioritized features based on their impact on the customer experience and aligned on a revised scope that balanced both needs. I then worked closely with the development team to ensure the adjusted scope was implemented effectively.
Result: The product launched on time, receiving positive feedback from customers for its ease of use and focused functionality. Internal stakeholders were also satisfied with the results, acknowledging the importance of prioritizing customer needs.

STAR Response:

Situation: We had a product roadmap planned, but customer support was receiving a growing number of requests for a specific customization option.
Task: My role was to assess the feasibility of incorporating this customer request into the existing roadmap without causing significant delays or disruptions.
Action: I collaborated with the customer support team to gather detailed feedback and quantify the demand for the customization option. I then worked with the product and engineering teams to evaluate the technical feasibility and effort required to implement the change. After careful analysis, we decided to incorporate the customization as a high-priority item in the next development sprint.
Result: The customization was successfully implemented and released to customers sooner than anticipated. This demonstrated our commitment to listening to customer feedback and adapting our plans accordingly.

to prevent it from escalating.

STAR Response:

Situation: During beta testing of a new software release, I noticed a pattern in user behavior that suggested a potential usability issue that could lead to frustration and errors.
Task: My responsibility was to investigate the issue, validate the findings, and recommend a solution before the software was released to the wider customer base.
Action: I collaborated with the UX team to design and conduct additional usability tests to gather more data. The results confirmed my initial observations. I then worked with the development team to prioritize a fix for the issue in the final release.
Result: The usability issue was resolved before the software went live, preventing potential customer dissatisfaction and support requests. This proactive approach showcased our dedication to delivering a high-quality customer experience.

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Customer Obsession Skills: CV