Can you describe a challenging workplace situation you've encountered and how you utilized problem-solving skills to resolve it?

This question is essentially an invitation for you to showcase your problem-solving abilities as they pertain to real-world corporate challenges. The interviewer wants to see if you have the necessary skills to effectively diagnose, interpret and resolve problems under pressure. When answering this question, remember to:

• Identify a situation that was genuinely challenging — not merely inconvenient or bothersome.
• Detail the steps you took to diagnose and analyze the issue.
• Describe the solution or strategy you implemented, and explain your rationale behind choosing that approach.
• Highlight the positive outcome and any lessons learned.

In my previous role as a project manager, we were working on a vital project that had a strict deadline. A couple of weeks into the project, one of our main suppliers went out of business unexpectedly, which led to a severe shortage of resources. I recognized that finding a new supplier and waiting for the delivery would make us miss our deadline. I decided to take a two-pronged approach to resolve the issue. Firstly, I communicated the problem to the client, explained the situation, and negotiated a feasible extension to the delivery date. They were not thrilled, but they appreciated our transparency and managed expectations. Secondly, I worked to find not one but two new suppliers in case we encountered such a problem again in the future. This challenging situation taught me the importance of having a contingency plan in every project.

While working as a customer support representative for an e-commerce startup, I once had to handle a highly frustrated customer who had received a defective product and was also upset with the initial handling of their complaint. Understanding the gravity of the issue, I first empathized with them and assured them that we'll resolve their issue as soon as possible. I then escalated the issue immediately to the escalations team, detailing all the previous conversations that the customer had with our support team. I made sure that the complaint got the attention it needed and that the replacement was expedited. Alongside this, I worked internally with our team to develop a more sensitive and streamlined protocol for handling such cases in the future. This situation was challenging because it needed immediate effectiveness and also strategic long-term improvement. But it enforced the idea that excellent customer service requires both empathy and action.