Do you know STAR?
What does STAR stand for?
Situation, Task, Action, Result
I had a client that was really upset about a late delivery, so I needed to solve the issue and retain them. I started by apologizing, and expedited a replacement ASAP, and I also offered a discount on their next order. The customer was satisfied and continued to be a loyal customer.
Yes.
I recommended a similar product and arranged for a notification when their preferred product was back in stock.
Action. (This part of the answer delves into the detail of what the candidate did, which makes it the Action and not the Task)
A customer was having trouble placing an order. I walked them through the ordering process over the phone. The customer successfully placed their order and expressed gratitude for the help.
Task. (We notice that the answer contains how they helped the customer "Action" but the not what their goal was)
If a candidate seems shy?
Encourage them to give more details.
Which part of the STAR method focuses on describing the specific challenge or circumstance the candidate faced?
Situation
I will always remember this call. A customer called in requiring help with their internet, they were very angry at first but were very happy to have the problem finally diagnosed and solved. The only thing is that everything pointed out that they had no issues. so, I began a thorough diagnostic of their network, and eventually I found that the issue was in their router. I arranged for the router to be sent back and sent them a new one.
Yes.
The customer successfully placed their order and expressed gratitude for the help.
Result. (This part provides closure to the story, which makes it the Result)
A customer requested a product that was out of stock. I had to inform them and suggest a suitable alternative. I recommended a similar product and arranged for a notification when their preferred product was back in stock.
Result. (The feedback from the customer is what's lacking this answer)
If a candidate is running in circles around the question?
Rephrase or ask a more close ended question.
What is the purpose of probing questions?
Uncover more details about a candidate's experience, skills, ETC.
A customer had a complaint about a product, I reached out and managed their complaint and made sure to satisfy their needs and keep them happy. Retaining customers is the key to success and knowing how to do it is very important for all customer service roles.
No. (This answer lacks a detailed Situation and an Action detailing what the candidate did to satisfy the customer needs)
A customer requested a product that was out of stock.
Situation. (In this part of the answer we can see the issue that the candidate faced)
A customer was upset about a late delivery. I needed to resolve the issue and retain the customer. The customer was satisfied and continued to be a loyal customer.
Action. (In this answer, the candidate's goal is clear, but there are no details of how they did it)
If the candidate is giving a short answer.
Try to dig deeper or ask for more detail.
Why is the STAR method useful?
Structured Approach
Concise Answer
Assess Communication Skills
A customer that arrived at the store early needed a lot of supplies, I immediately jumped in to help while the team was still in the break room and especially with the customer not being very tech savvy.
No. (This answer lacks a Result)
I had to correct the error and calm the customer.
Task. (This part answer of the answer explains what the candidate needed to do, but not how they did it, which makes it the Task and not the Action)
A customer was upset about a service charge they were not aware of. I had to explain the charge and maintain customer satisfaction. I explained why the charge was applied and offered to waive it as a one-time courtesy.
Result. (The customer's feedback is what's lacking)
If a candidate seems to lack enthusiasm?
Ask them about their favorite experience/project they worked on.