EP 1804 This is a behavioral interview question in the model of one Amazon might ask when testing for Obsession.

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I'm Jeff Altman, The Big Game Hunter. I coach people and organizations to be more
effective I tend to do career and leadership coaching and from time to
time I do executive coaching as well and if you're interested in my coaching you
I want to encourage you to connect with me on LinkedIn at linkedin.com/in/TheBigGameHunter
and once we're connected, send a message to me to
let me know of your interest and working with me. Now, this question is an
illustration of one of those Amazon's leadership principles that I think
It's the principle of customer obsession and the question is "walk me
through a time where you helped a customer through a difficult process and
what that looked like now I'm going to first give you some data about an
experience in mind that doesn't involve. Amazon bought a cell phone carrier where
I was attempting to get my older iPhone to make phone calls on Wi-Fi which
should work very easily but for some reason my family's phones all were able
to do it mine couldn't so I first called the carrier level one support or going
through the process. It's not working.. Gets escalated to level two. We
go through the process I walk them through the steps I'm involved with it
should work; it's not working. It gets escalated to level three I get aa
phone call which is (I want to point out) I want to point out a phone call
from someone from level three support and we start entering into a
conversation about what I'm doing what's going on with the phone they promise the
research it and come back to me which they do 24 hours later and we identify that
there's a problem that Apple needs to be notified because they need to turn on
something on their side that there's a bug that exists our problem that exists
that they need to carry it I'm just giving you the data of the situation so
you can understand how you do this in answering
questions ultimately I'm told the ticket has been submitted to them it should be
resolved in 48 hours we will call you back to confirm that that's been done in
the meantime I've submitted it to them and I'm gonna follow through with them
to make sure it's been taken care of.. Now, here's the way you do this sort and
you would pause for a second because you have to think of
interviewing as being like theater. You're acting and even though you're
rehearsed for this you want to beginning the idea that you're thinking about your
answer. So you might pause for a second and go, "yeah." See? Notice what I did. I'm
giving the impression of thinking and they might simply say you know I was
working with someone who was escalated to me. It was my first time dealing with a
situation where our capacity to turn on Wi-Fi for a customer wasn't working.
So, we went through all the steps obviously and once those weren't working
I promised the customer recalled back within 24 hours in the meantime you know
I spent time, not just simply it worked but off hours to try and identify
problems and identify that there was a problem on the Apple side of this it
wasn't with our carrier, but it was with Apple. I reached out to them,
confirmed that this is an issue on not just his phone but a whole bunch of
other phones and thus what I was able to do was the babysit with the vendor with
Apple to ensure that the issue with this person's phone my phone would be handled
in a timely way." And he might go through some more details of the story.
I've simplified it here. But you want to follow the format of SOAR. What was
the situation that you had to deal with what was the objective that you had what
was the action that you took what was the result that you got and if there's a
way that you can measure this in terms of customers
satisfaction that's what you try to do because at the end of the day what
they're looking for in answering . . . t in your answer here is that you were
obsessed that you wouldn't let this tiger go once you had it in your teeth
you're gonna hold on to it and not let it go until the issue is solved. So,
understand obsession is a big deal to certain organizations you know if you're
in a service role this is what they want to hear they want to hear a story where
you just wouldn't let the tiger go and you held on to it by the tail you had it
in your teeth and no matter what you were gonna get this song because that's
what really makes a difference in cases like this. So I hope you get the
answer here and if you're asked the question of a behavioral question along
these lines whether that's with an external customer an internal user some
individual that you have to interact with this is the way to approach it
I'm Jeff all in the big game I don't again if you're interested in my
coaching you, connect with me on LinkedIn at linkedin.com/in/TheBigGameHunter.
Mention that you saw the video. I just like knowing I've been helping
some folks and ultimately once we're connected message me about approaching
I'd love to help you also what the mention I have two podcasts and Apple
podcasts--know BS Job Search Advice Radio and Job Search Radio, the number one
and the number two shows about job search in Apple pockets subscribe to the
shows. You'll get information--No BS is daily and the other one is six days a
week. No BS is an audio podcast. Job Search Radio is video
podcast. So, subscribe to both. You'll get information that will help you in
your search and then if you want me to help put it together for you personally
ask me for coaching have a great day take care

ABOUT JEFF ALTMAN, THE BIG GAME HUNTER

Jeff Altman, The Big Game HunterJeff Altman, The Big Game Hunter is a coach who worked as a recruiter for what seems like one hundred years. His work involves career coaching, all as well as executive job search coaching, job coaching and interview coaching. He is the host of “No BS Job Search Advice Radio,” the #1 podcast in iTunes for job search with more than 1800 episodes and “The No BS Coaching Advice Podcast” and is a member of The Forbes Coaches Council. “No BS JobSearch Advice Radio” was named a Top 10 podcast for job search. JobSearchTV.com is also a Top 10 YouTube channel for job search.

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