Can you give an example of a problem you solved in a previous role?

Sample answer to the question

In my previous role as a travel coordinator, I encountered a problem when a client needed to make last-minute changes to their travel itinerary. The client had already booked flights and accommodation but due to unforeseen circumstances, they needed to rearrange their entire trip. I immediately contacted the airline and hotel to see if changes could be made. After explaining the situation and negotiating, I was able to modify the flights and secure a refund for the cancelled hotel reservation. I then quickly found alternative accommodations that fit within the client's budget and preferences. The client was very pleased with my quick response and the seamless transition to their modified travel plans.

A more solid answer

In my previous role as a travel coordinator, I encountered a problem when a client's travel plans were disrupted due to a flight cancellation. The client was about to embark on a business trip, and the cancellation left them stranded at the airport. I immediately contacted the airline to understand the situation and determine the available options. After extensive research, I found an alternative flight that was departing from a nearby airport. I quickly informed the client of the new flight details and arranged transportation to the alternative airport. I also assisted with rescheduling their hotel accommodation accordingly. Throughout the process, I maintained detailed records of the changes and ensured that the client's travel budget was not exceeded. The client expressed their gratitude for my quick and efficient problem-solving skills, attention to detail, and proactive customer service.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details about the problem and the candidate's actions. It demonstrates problem-solving skills, attention to detail, and customer service orientation by discussing how the candidate handled a flight cancellation, found an alternative flight, arranged transportation, and rescheduled accommodation. It also mentions the candidate's organizational and planning skills by highlighting the maintenance of detailed records and adherence to the client's travel budget. However, it can still be improved by discussing any challenges faced during the problem-solving process and how the candidate overcame them.

An exceptional answer

In my previous role as a travel coordinator, I encountered a complex problem when a group of clients was stranded in a foreign country due to a natural disaster. The airports were closed, and the clients had limited resources. I took immediate action by contacting local authorities, embassy representatives, and airline providers to gather information on available evacuation options. Simultaneously, I communicated with the clients to provide updates and reassurance. After extensive research and negotiation, I secured a private charter flight to evacuate the group to a nearby safe location. I also arranged temporary accommodation and organized transportation for their return to their home countries. Throughout the entire process, I stayed calm under pressure, ensured clear communication, and maintained meticulous records of all expenses and arrangements. The clients expressed their immense gratitude for my exceptional problem-solving skills, attention to detail, organizational and planning abilities, and unwavering commitment to their safety and well-being.

Why this is an exceptional answer:

The exceptional answer takes the problem to another level by introducing a challenging scenario involving a group of clients stranded in a foreign country due to a natural disaster. The candidate demonstrates exceptional problem-solving skills, attention to detail, organizational and planning abilities by mentioning their immediate action, contact with local authorities and embassy representatives, negotiation for a private charter flight, arrangement of temporary accommodation, and organization of transportation. It also highlights the candidate's calmness under pressure, clear communication, and meticulous record-keeping. The answer provides a comprehensive and impressive example of problem-solving in a previous role, fully aligning with the job description. However, it could be further improved by mentioning any additional skills or knowledge, such as financial acumen, that may have been relevant in this particular situation.

How to prepare for this question

Reflect on your previous roles and identify specific instances where you encountered problems and successfully solved them.
Choose a problem that highlights your skills and experiences relevant to the job description, such as customer service orientation, organizational and planning skills, and attention to detail.
Prepare to discuss the steps you took to solve the problem, including any challenges faced and how you overcame them.
Emphasize your ability to maintain clear communication with all parties involved, record-keeping, and staying calm under pressure.
Be ready to provide quantitative or qualitative evidence of the success of your problem-solving efforts, such as client satisfaction ratings or cost savings achieved.
Practice storytelling techniques to effectively convey the problem, your actions, and the positive outcome.

What interviewers are evaluating

Problem-solving skills
Attention to detail
Customer service orientation
Organizational and planning skills