The customer wanted to make the system do something
that was possible but not the usual way of doing things. I
worked with him through numerous phone calls and
emails, and together we were able to override the system
and accomplish what he wanted. He was thrilled with my
efforts—above and beyond the norm. He actually called
my boss to tell him about my efforts and told him that I
had great customer service skills. That was a wonderful
experience for me.”
■“One of my latest accomplishments was composing and
compiling a procedures manual for the biotechnology
department in the company I worked for as a consultant.
There was no manual in place, and so it entailed
interviewing many of the employees from the top-ranking
officials to the administrative personnel in order for me to
get a sense of what had been used as procedures to that
point. I was able to use the general operating practices as a
guide for writing the manual so that it wasn’t a drastic
change from what had been going on. It turned out very
well, and the users were satisfied with the results.”
“The position requires a lot of outside-the-box
thinking. How comfortable are you with thinking
creatively on your feet?”
■“I am not only comfortable but very experienced in
thinking outside-the-box. Because I work with so many
customers, I have to be highly adaptable to their needs. I
remember one customer came into the office and wanted
to watch production of her product. This is highly unusual
and dangerous. I decided that a way she could view the
live production was on camera. I set up a video camera,
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