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Human Resource Management Interview

We have conducted a behavioral interview for a Customer Services Officer vacancy. Our behavioral interview consists of five situational-type questions and we have three potential successful applicants for this vacancy.

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Situational questions for the interview:

Question 1

If you were a Customer Services Officer and you had a problem of successful performing of work by your employees. What would be your actions?

Applicant 1

If I were a customer services officer, I would take care of my employees. I think that if their work is excellent, they deserve a good salary. To my mind, a good salary is a wonderful stimulation to good work. I am convinced that salary should depend on the work the employees perform.

Applicant 2

Reclassification of employees is also a good stimulation to good work. I think that I will do reclassification as the skills and knowledge of every employee are different. If I had an opportunity I would propose my own program. This program would define the quality of every employee and their salary. As a customer services officer, I would try to help people in any case. It would be my human resource management strategy.

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Applicant 3

Without a doubt, my actions would have advantages and disadvantages. However, only special people that can act, find, work, cooperate, collaborate and explore will deserve a good salary. I am sure that every person has endless possibilities to do something and to benefit our company. The main thing is to develop oneself constantly, practice, and create something new.

Question 2

The vacancy of a customer services officer demands leadership skills and strategic thinking. How do you imagine leadership activity?

Applicant 1

Leadership is not an easy task; it is a serious mission and responsibility. People management is not entertainment. Moreover, being a leader one should be devoted to self-development. It is necessary to acquire new knowledge, understand specific tasks, have perfect communicative skills, be able to build teams, value other people, and take risks.

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Applicant 2

An effective leader justifies his/her follower's trust and lives up to their expectations. Being a leader means to change one's life and devote oneself to people and the favorite affair.

Applicant 3

High productivity and a successful organizational process depend on a leader. Leaders need to know their forces because their role is to organize people and be the best examples to follow. Some people were born with the leadership abilities; others can learn how to become a leader. An effective leader knows his/her abilities and possibilities. However, it does not mean that the leader-to-be should stop developing and learning.

Question 3

What will you do to develop a human resource management strategy?

Applicant 1

Human resource management is an important strategy of every company as well as for the leader and the workers of this company. To develop a human resource management strategy, one should have a strategic plan of action, leadership skills, strategic goals, and tactics.

Applicant 2

I think that planning is the most important aspect of human resource management. Planning is the choice of strategy and actions. Furthermore, the right planning is a good start for self-realization and self-perfection. Without a doubt, the ability of an individual to plan is a central and important part of management strategy.

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Applicant 3

In my opinion, development is the most important stage of development of human resource management. Developing is the process of getting new skills and methods. It is an organization of human resources and the organization's workforce. The main aim of the human resource management strategy is to attract, select, train, educate, estimate, and reward employees.

Question 4

As a customer services officer, you should conduct training of employees but you are to return the invested money as quickly as possible. What would be your actions?

Applicant 1

It is impossible, as the training process is not profitable. It is only a step towards earning money. There is nothing strange that the division manager refused. To my mind, it is necessary to wait and organize training to make the affair successful. That is why one should put into practice this Training Plan.

Applicant 2

I will persuade the division manager to conduct training of employees as it will bring positive results in future. I would do my best to attract employees and stimulate their desire for training. Training is not just getting the necessary skills but it is getting the resources and competencies for certain work.

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Applicant 3

I will do my best to return the invested money as soon as possible. I will try to conduct the training quickly to save time for successful working. It is easier to train the employees rather than to find new ones. Employees should work on managing teamwork, leadership, knowledge of organizational goals and strategies, respect for others, and collaboration advantages for the development of any company.

Question 5

As a customer services officer, what will you demand from your employees?

Applicant 1

I will demand from the employees to be exceptional, rare, creative, and responsible.

Applicant 2

I cannot demand from the employees anything if they do not want to do something or follow the rules. It means that they do not need this work.

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Applicant 3

It is necessary to mention that there are a lot of people who are looking for work. In this case, we deal with exceptional individuals, people who will be the best, who will be different from all other candidates in this position. It is necessary to inform the employees about responsibility and diligence.

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