was working in customer service. We had a problem with a customer who
wanted a refund. I wanted to give her a refund. Another staff member
said we couldn't do that. We couldn't agree.I
suggested that we check store policy, to be sure. We asked our manager.
We were able to give the refund. The other staff member thanked me for
checking, because he could have made a bad mistake.'
Early in my career, I had a supervisor (Judy) who was in a fairly good mood on Monday, but it deteriorated each day until by Friday, the supervisor was finding fault with everything I did. I didn't realize, until I left that position,
that I had been a contributor to the decline in her mood. Judy would
ask me how my weekend was (on Monday) and during the week she would ask
how it was going. I would tell her how much fun I was having (I was
single) and how I was looking forward to the weekend plans. After I
left, I realized my life was in complete contrast to hers and I reminded
her of it almost daily. When she asked the questions, I should have had
a quick answer, and then asked her how she was doing!!!!
|Tell me about a time that you helped someone.|
Most recently, we had a new hire
(Paul) that was really struggling with getting to work on time, and I
knew the boss (Harry) was getting irritated. Over lunch one day I
explained to Paul how important it was to our boss for everyone to be
there at least 10 minutes early. It was personal with the Harry, but you
could really get on his bad side when you were frequently late. The new
employee was grateful for the advice. At his previous employment, the
boss was only concerned about the work getting done on time; he/she did
not "watch the clock"
|How do you get along with older (younger) co-workers?|
are times when I just know that a new way of doing something makes more
sense to me; but, first hand, I learned that my "better way" may not be
the best way to get the job done. As a consequence, I respect my older
co-workers knowledge and I've learned how to make a suggestion at the
Media fragmentation, new communication channels, fast-changing customer behavior, and the pressure to prove the effectiveness of marketing spending require that companies rethinkmarketing's role, redefine the marketing
|Tell me about a time that you worked conveying technical information to a nontechnical audience.|
I worked for Mr. Smith in the accounting department, I was selected to
explain the financial section of the employee's paycheck to all new hires. After my first two sessions, I realized I needed to re frame my information so the new hires would have an accurate understanding of the impact of their decisions as it related to their pay. I worked with colleagues in human resources and marketing, and developed a training outline that was implemented at the other locations throughout the company.
|What is your preferred way to communicate?|
home, I enjoy talking on the phone and emails. At work, I follow the
established pattern. Each of my bosses, in the past, has had a preferred
method I've followed their lead.
|Do you check voicemail and email when on vacation?|
on vacation, I can be reached for emergencies; however, I also know the
people with whom I work are very capable of making good decisions while
I'm away. I understand the importance of recharging my battery.
|How can you effectively integrate traditional, maturing,new media, channels, and tactics?|
organization, and radically change age-old processes. In order to
succeed, companies must transform their mission and organize around
customers ¿ not products or channels. Marketing organizations have the opportunity to lead their companies through this period of change, and forward-thinking marketing
executives will embrace the opportunity. They will transform their
firm's communications strategy to be more responsive to customers; they
will listen and establish a dialogue with customers; and they will
become the voice of the customer for the enterprise. These marketing
executives will also embrace technologies and tactics that enable them
to communicate more effectively and seamlessly with their constituents.