INTERVIEW GUIDE

SYKES Cluj Napoca

December 2014

Available starting with (date):

Salary Expectations:

Overall Applicant Rating:

Request for hire_______
Not hired ________

Name of Applicant:
Interviewer:

Date of Interview:

Results Orientation.
Positive Behavioral Indicators:
Asks for or give consistent progress updates
Finds ways to eliminate barriers to results
Sets realistic goals and follows through with plans
Ensure targets/goals are met in accordance with set guidelines
Strives to exceed expectations of the job
Negative Behavioral Indicators:
Fails to meet targets/goals
Makes excuses for not meeting targets/goals-creates barriers to achievement
Content with only meeting the minimum requirements or expectations of the role
Is unorganized and unprepared to accomplish day-to-day results as well as any additional assigned
tasks/projects

Guide Questions
Q1. Tell me about the most difficult goal/task/project you had? What was the goal? What steps did you take? What
were the challenges? What happened when the goal was met/achieved?
Q2. Role play: You have been working in Sykes for 3 months now and your TL calls you in for a talk. During this
talk, he/she is offering you a negative feedback, telling you that you should develop and to have better performance
in relation with customers and with colleagues. What do you do? What are the steps you follow?

Comments:
Situation:
Behavior:
Outcome:

Incomplete and
unsuccessful
0

Partial
completion,
partially
successful
1

Section Rating
No substantive
evidence, but
successfully
completed
2

Yes, some
evidence and
successful
completion
3

Yes, ample
evidence and
successful
completion
4

Interpersonal Skills
1

Positive Behavioral Indicators:

Works well in teams
Builds lasting working relationships
Shows consideration for colleagues
Is tolerant of others, checks for understanding
Is able to make suggestions to reconcile others in conflict
Negative Behavioral Indicators:
Rarely offers support to colleagues
Fails to establish networks
Does not encourage teamwork
Is intolerant of others
Puts personal objectives first

Guide Questions
Q1. Describe a situation in which you had to work in a challenging group project. What was the role of the group?
What was your role? How did you approach the situation? What was the outcome of your approach?
Q2. Give an example of when you had to work with someone who was difficult to get along with. Why was this
person difficult? How did you approach your assignment? What happened?

Comments:
Situation:
Behavior:
Outcome:

Incomplete and
unsuccessful
0

Partial
completion,
partially
successful
1

Section Rating
No substantive
evidence, but
successfully
completed
2

Yes, some
evidence and
successful
completion
3

Yes, ample
evidence and
successful
completion
4

Customer Service Orientation

Positive Behavioral Indicators:
Demonstrates an appropriate balance between external customer requests and SYKES interests
Actively seeks out and understands customers needs
Focused on customer satisfaction
2

Maintains a sense of urgency in responding to customer needs

Provides innovative, accurate and responsive customer service

Negative Behavioral Indicators:

Lacks the proper product knowledge required to service customers both efficiently and effectively
Believes that he/she knows what the customer needs/does not feel the need to adjust efforts to
satisfy a customer
Uses own priorities rather than addressing customer priorities/fails to alter priorities once they have
been established

Guide Questions
Q1. Tell me about a time when you had to go out of your way to satisfy a difficult customer. What specifically did
you do? What was the outcome of the situation?
Q2. Role play: You have a customer that asks you to replace his broken product with a new one. The client

admits that he didnt use properly the product (e.g. there is water inside), but claims that the warranty
should be still valid. How would you handle this client?
Comments:
Situation:
Behavior:
Outcome:

Incomplete and
unsuccessful
0

Partial
completion,
partially
successful
1

Section Rating
No substantive
evidence, but
successfully
completed
2

Yes, some
evidence and
successful
completion
3

Yes, ample
evidence and
successful
completion
4

Ability to work under pressure

Positive Behavioral Indicators:
Follow established policies and practices without cutting corners
Evaluates situation and makes decisions within scope of responsibilities without hesitation
Maintains calm, empathetic and reassuring tone with dealing with upset or angry customers
Negative Behavioral Indicators:
Fails to follow all procedural guidelines when under pressure
Loses control of the call in stressful situations
Fears failure and requires much guidance when making decisions under pressure
Takes a defensive or insulting tone when dealing with angry customers
Fails to reassure upset or distressed customer, concentrates on own frustration rather than that of
caller
3

Guide Questions
Q1. Tell me about a time when you had a particularly busy day and either a customer or a colleague asked for your
assistance. How did you handle the request? What was the outcome?
Q2. Tell me about a time that you were under pressure and your performance was below standard. What caused the
pressure? What were the effects of this performance?

Comments:
Situation:
Behavior:
Outcome:

Incomplete and
unsuccessful
0

Partial
completion,
partially
successful
1

Section Rating
No substantive
evidence, but
successfully
completed
2

Yes, some
evidence and
successful
completion
3

Yes, ample
evidence and
successful
completion
4

Secondary questions:

Communication Skills/ Persuasion

Communication : Positive Behavioral Indicators:
Confident, unhesitant and articulate when talking
Doesnt use jargon carelessly
Adapts style and pace to suit audience
Keeps to the point
Fluent, audible
Persuasion: Positive Behavioral Indicators:
Has an effect on others
Anticipate and prepare for others reaction
Take well thought out or unusual action for a specific impact
Communication: Negative Behavioral Indicators:
Lacks confidence when talking
Speaks too fast or too slowly
Overwhelms the reader/listener with information
Shows impatience when waiting for the person speaking to finish
Persuasion: Negative Behavioral Indicators:
Takes actions or makes decisions without considering others reactions
Fails to think through actions

Guide Questions
4

Q1. Describe a time when you managed to convince a group that your approach to a problem was better. What did
you do? How did the others react? What was the final outcome?

Q2. Describe some projects or ideas that were implemented, or carried out successfully primarily because
of your efforts.
Comments:
Situation:

Behavior:

Outcome:

Positive Attitude
Positive Behavioral Indicators:
Deals with difficult situations in a straightforward manner
Takes a positive approach when faced with difficult/challenging situation
Motivates/energizes other people by being optimistic or upbeat
Maintains a positive image/conceals hostile feeling in difficult/challenging situation
Negative Behavioral Indicators:
Avoids dealing with difficult situations
Fails to recognize the impact of his/her behavior on others
Shows anger/hostile feelings in a difficult/challenging situation

Guide Questions
Q1. Sometimes we have to deal with unpleasant situations in the work environment. Describe an unpleasant situation
you have experienced. How did you handle the situation? What was the outcome?
Comments:
Situation:
Behavior:
Outcome:

Incomplete and
unsuccessful
0

Partial
completion,
partially
successful
1

No substantive
evidence, but
successfully
completed
2

Yes, some
evidence and
successful
completion
3

Yes, ample
evidence and
successful
completion
4
5