That would be extremely helpful feel free to DM me if you so wish. Annoying when you're at the final hurdle you can't even be given feedback,genuinely feels like a face don't fit moment.
I am genuinely surprised that they do not give individual feedback if you have made it to a face to face interview. As you say this is your second attempt with a negative result. I am not sure how they expect you to learn how to move forward with no feedback. When I went for my interview I really prepped in the following way - I expected questions on customer service, communication, problem solving, safety, Avanti as a business. They are looking for someone who is able to represent the company to high standards as their mission is to deliver rail journeys on safe, clean, reliable transport whilst delivering high customer service.
I cannot recall the exact nature of my questions but they were similar to the below. In any interview you need to try and anticipate what questions you will be asked, looking at the job description will give you an idea.
Questions I expected to be asked are as follows -
1. Tell me why you want to work for Avanti as opposed to other TOC? What do you know about Avanti?
2. Tell me what excellent customer service mean to you and can you give me an example of when you have delivered great customer service/gone above and beyond with customer service?
3. Tell me when you have dealt with a difficult/angry customer and how did you deal with it?
4. Tell me when you have worked under pressure and what was the outcome?
5. Tell me when you have worked as part of a team?
6. What experience do you think you have that is relevant for the role?
The "Tell" questions all require examples. They can be from work, private life ie volunteering, member of a club, home life etc
I would get 3 examples for each of these questions that I know really well.
Then use the STARL method for answering - Tor the below questions with an simple example
Q - Give me an example of when you have delivered great customer service/gone above and beyond with customer service?
S = Situation ie I was working in John Lewis as a customer assistant when I was approached by a customer who wanted to purchase an I phone. (Keep this brief and to the point so that the interviewer understands what setting your example is coming from)
T = Task - my role as an employee of John Lewis is to provide information to the customer and make a sale of the appropriate device. (Keep this brief and to the point)
A - Action - I greeted the customer, I listened to their requirements, I took the customer to the I phone display and I discussed with them their budget, what research/knowledge they had on the phone they wanted, what features they wanted, availability of stock etc. Once they identified the option they wanted I completed a computer stock check and unfortunately this stated that the phone was not available in their colour. I informed the customer and stated I could order the phone in their colour choice and it would be available for collection the following day or sell them a phone in an alternative colour, gave them the colour options and they could take it away today.
Before completing the sale I informed the customer that I wanted to do a physical check of the stock room to double check the phones availability as I am aware that sometimes the computer stock check is not accurate. When I did a physical check I found the phone the customer wanted in the correct colour. I brought the phone out to the customer and they confirmed this is the phone they wanted, which they then purchased.
R- Result - The customer was really happy that they bought the actual phone they wanted, I made a sale for John Lewis, I was informed by my supervisor that the customer had sent an e mail to the company stating that my customer service towards them had been excellent and that they would be returning to a make another significant purchase soon. This demonstrates to my supervisor that I am doing my role well and I have retained customer business.
THE ACTION PART IE WHAT YOU DID IS THE MOST IMPORTANT PART OF ANSWERING THE QUESTION AND WHERE YOU GET THE MOST MARKS WHEN BEING INTERVIEWED.
L- Learning - I have learnt that performing my role to the best of my ability/training means that I perform well and that customers get what they need (sometimes you may want to consider what went wrong or what would you do differently if something similar happens) this demonstrates your ability to learn from experiences.
Tips.
Dress smartly.
Stay calm
Do not waffle.
Gather your examples and write them down in the above format. Make sure you talk about what
YOU did, not what the team did.
Practice giving your answers in the above format so that it becomes second nature, the more you practice the easier it gets.
Hope this helps and Good luck
PS - I was the customer in this scenario!
