STAR is an acronym for Situation, Task, Action, and Result. The STAR method is particularly helpful to interviewees as it guides them on how to answer behavioral questions. By using this method, you can answer questions in detail without leaving important details out. This article gives job seekers a practical approach to the STAR method, helping them enhance their chances of success.
Even though we are using the STAR method, the goal is to tell a story that portrays you in a positive light. Do not say things like, "I responded to them rudely because I was matching their energy." Such a response is a gigantic red flag that will get you deemed unsuitable for the job you are applying for. What you should do is utilize your creativity to the best of your ability. Avoid saying, "Unfortunately, I have never had such an experience." On a surface level, it may seem like a smart and honest response, but it really is more of a risk. And who wants to gamble when you are competing for your ideal job?
Now, let us tackle the question below using the STAR method.
Tell me about a time when a customer was rude to you and how you responded.
Situation: Talk about the context.
While working as a customer support agent for X company, I once encountered a very rude client. She had walked into the office, hurling insults, demanding an explanation as to why the transaction she had made a day earlier was not reflecting in her account.
Task: Explain your role in the situation.
As a customer support agent, my role was to handle customers' requests and inquiries politely and respectfully.
Action: Discuss the steps you took to handle the situation.
I calmly listened to her frustrations and did not interrupt her until she was done speaking. I then acknowledged her concerns and assured her that I would help her resolve the issue. I checked her details and confirmed she had made the deposit. However, it was still under pending transactions. I explained to her that this was completely normal and the money would reflect by the next day. As per the company policy, deposits may take a maximum of 48 hours to reflect. I assured her that she had nothing to worry about. I let her know that in case she had any other concerns, she could contact us, and we would respond to her promptly.
Result: Talk about the outcome that arose from your actions.
The client thanked me for my assistance and left feeling better.
Conclusion
The STAR method is easy to master with practice. While this article only tackles one question, there are numerous potential questions interviewers may ask. Therefore, do not just assume that because you have read this article, you are now an expert. Identify industry-specific questions and practice responding using the STAR method. Once you grasp this technique, you will ace any behavioral questions you are asked during job interviews.
Read the following article to get more tips on how to ace interviews and land your ideal job: https://jobnestkenya.co.ke/these-5-tips-will-make-you-ace-your-interview/
