The reason why I believe I am a good fit for the Telstra customer advisor position is my previous

background and experience trained me well in providing excellent customer service and good
communication skills.

My last experience as a sales representative for a shoe company enables me to understand the
importance of providing high standard customer service. For example, I learned
how to present and introduce products to customers, explain and answer their questions, and
sometimes I even need to deal with complaints from customers followed by the company rules.

I have also worked in the hospitality industry, which trained me well in how to organise my work
while sometimes I need to perform multiple tasks. For example, from the basic greetings to
customers with a smile to a kind of difficult situation when sometimes customers order
something which is out of stock, I have to explain and apologise to the customer and provide
them with alternative choices.

The good feedback from my previous managers and customers proved that I am able to provide
excellent service to my customers.

So I believe I can bring those transferrable skills that I have obtained in customer service to the
Telstra team and help the team to achieve high standard customers service and maintain the good
reputations of the Telstra among customers.

 S = Situation. In what context did your greatest

accomplishment occur?
 T = Task. What challenges did you face or what goal did you
want to achieve?
 A = Action. What action did you take? What skills did you
use?
 R = Result. What was the result? What did you learn from
the experience? Why is this your greatest accomplishment?

My best accomplishment occurred in my previous position as a sales

representative for a shoe store. I noticed that sometimes when customers
wanted to buy a specific style of shoes and they are out of stock, we
usually told them …
But, in fact, some customers they always forgot, especially old
customers.
So I decided to create a customer notebook, tell the customers that if I
could take down their names and contact numbers, and tell them we
will contact them as soon as we get the products they want in stock.

After doing this, when I called the customers, saying that we got the
shoes they want in store now, they always express their thanks to keep
them updated about the product they want.

A new challenge that I faced was

"(Situation) When I first started my sales representative job in a shoe store ,
I needed to become familiar with the names of each style of shoe sold in
the store and how to display them. I also had to learn about how to process
and document the stock forms

But (Action) During the very short training session at the start of my shift on
a very busy Saturday, I was provided with limited information about what
each style of shoe was called, and where they should be displayed in the
store. As I had to stock the shelves with the correct shoes, and as the
manager had already left, I used the product website to work out the most
appropriate names and position for stock.

(Result) By end of the very busy day of trade, the manager came back and
apologised for not having told me the correct order and naming for
displaying the shoes and was impressed at my sales numbers and that I
had intuitively worked out the proper display method.
A difficult situation that I faced occurred in my previous position as a
sales representative for a shoe store. When the work is close to the
customers, one difficult situation I need to learn to deal with is the
complaints.

Once a customer brought a pair of shoes back to the store and told me
that she bought them for her husband, but her husband didn’t like them
and she asked for a refund.

But, according to the company’s policy that we can only do refund for
customers when there’s quality problem.

So, I explained to the customer and told her our company’s return
shoes. But the customer was not happy and she strongly indicated that
she wanted a refund.

At that moment, I decided to call our store manager and explained the
situation. The store manager agreed that we can do a refund for her, so
I processed her refund request. In the end, the customer was happy that
the problem was solved .
An experience that I want to share about quickly building rapport with
someone occurred in the university when I needed to work with one of my
classmates on a group presentation. Because we signed to the same topic, so
we paired up to do the presentation together.

I sort of knew her by the name but we did not really know each other well, and
I know we need to build a good rapport for doing a good presentation.

my first approach is to add her on the social networking apps

So I asked her what’s social networking apps she used the most ? and
suggested that we could talk there about any thoughts on the topic.

Later on, I messaged her on the app and asked her opinions on the topic, and
gave some of my ideas. I also suggested a meetup after the class, like
grabing a coffee together, we talked about ourselves over the chat, and I get
to know her hobbies, personality and stuff.

We constantly communicate online and in person, and get to know each other
reasonably well, and in the end, the results of the presentation turned out well
due to the good rapport kept between us.

Tell me about a situation in which you needed to make an important decision

quickly, but only had limited or conflicting information available to you. Please
describe the situation, your actions, and the outcome(s) of your final decision.

The situation that I needed to make an important decision quickly

occurred in my previous position as a sales representative for a shoe
store.

Once a customer wanted to buy a specific style of shoes and they are out
of stock, we usually told them …
But, in fact, some customers they always forgot, especially old
customers.
So I decided to create a customer notebook, tell the customers that if I
could take down their names and contact numbers, and tell them we
will contact them as soon as we get the products they want in stock.

After doing this, when I called the customers, saying that we got the
shoes they want in store now, they always express their thanks to keep
them updated about the product they want.

(Situation) when a customer dispute arises, I may not have the complete story. One
particular example that comes to mind occurred when I worked as a sales
representative in a shoe store and a customer came in and demanded a refund. (Task)

At that moment, I was instantly pulled into making a customer service decision. (Action)
I needed to quickly assess what category the problem seemed to fall in, whether that
was a service, product, or pricing issue. Once I determined that it was a product issue, I
knew I would apogise and offer a product replacement. (Result) All in all, this customer
dispute lasted under five minutes, and I was able to avoid any other potential damage to
our store's reputation."

I would bring up the suggestion at the next team meeting and present my
ideas and rationale to invite a discussion on the feasibility of
implementing the idea. I will also prepare examples of how my idea
might work in practice to present to the team when they have questions.