I have an interview tomorrow!

Associate
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With Marks and Spencers. Just a part-time temporary thing but I'm quite happy with that.

I know I have to do a role-play to assess my customer services skills. Does anyone have any tips or experiences with this? I'm hoping it won't be anything to out of the ordinary.

Also, I'm getting some one-on-one time with a member of the M&S team. I'll ask about hours, and as I am student their graduate prospects. I'm trying to think of a few more things to ask but coming up at a blank at the moment. So does anyone have any nuggets of wisdom they could offer?

Any general advice will also be very much appreciated :)

And yes don't worry, I'll wear a suit.
 
Soldato
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Get plenty of sleep - as in go to bed now...

Also, don't worry about the role play. It's not something you can easily prepare for.

Asking questions shows that you're interested.

I'd ask realistic questions to try to give the impression that you are interested in the job. Miss out the bottom two.

"How much notice would I be normally given if you needed me to work overtime?"
"How and when would my salary be paid?"
"Is that a wig"
"Are you an equal opportunities employer, I'm a 75 year old black wheelchair bound lesbian Muslim"
 

Nix

Nix

Soldato
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Customer Service is easy. Just be smart, polite, friendly and efficient. If there are problems, apologise and try to resolve them - if you don't know how, explain that and pass on or ask someone who does. Look at people when you talk to them, don't patronise them or be rude... relax! Neutral body language is important, so don't fold your arms or ignore folk.

Just think about how you would like to be treated.

Say hello/goodbye, smile and say your pleases and thank yous, and you should be fine.

Don't run before you can walk in regards to prospects. It doesn't hurt to enquire, but don't make any demands. Just get in the door first, get to know the staff and your managers and then approach them regarding prospects.
 
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Associate
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I've done umpteen 'customer service' away days and roleplaying, TBH just be polite, slightly submissive and friendly.

What they use that for is to look for people who are agressive and highly dominant - including body language, so if it's stand up role playing, avoid getting in their personal space etc.

Don't worry too much about that part, really, it's common sense more than anything else, just imagine how you would like to be treated by a store staffer if you were annoyed with something, then turn it around.

Good luck with it anyway, M+S are, from what I hear, good employers, regardless of whether you are an area manager or just stacking shelves and putting up endcaps.

Slight edit: If they do the roleplay where something is wrong, make sure you mention the fact that you will deal with the problem, you will speak to a manager and get back to them - customers love it when a member of staff takes ownership of an issue and is their contact from end to end - makes them feel valued and taken care of. Anyone who works in customer service will back me up on that, I'm sure.
 
Associate
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I worked at M&S every time I came home from uni. It was pretty good actually, I got treated well (compared to the full timers) and it was a guaranteed job which can be difficult to obtain as a returning student.

The interview thing is really easy, so don't worry about it at all, in fact I reckon it's pretty hard to get rejected from it ha. I would not bother asking about graduate prospects, the HR person you'll speak to will probably have little clue about it and may actually not know if they exist. If you're seriously considering applying for a graduate role after a few months of working there, then perhaps chat to the store manager, that may then help you get a management trainee interview.
 
Associate
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Cheers for the advice guys, little less worried about the roleplay aspect of things now.

Yes I just wanted to ask about the graduate prospects to show I had done some research into the company and that I was also quite interested in them. Thought it might show a tad of initiative.

A friend of mine said that if the customer asks where the tills are (even if blindingly obvious) to offer to escort them there. Sound advice I think.
 
Associate
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A friend of mine said that if the customer asks where the tills are (even if blindingly obvious) to offer to escort them there. Sound advice I think.

If a customer asks where anything is, offer to escort them - again, they love it.

Ownership, responsibility, and generally showing deference to those who are, ultimately, paying your wages - the most important things when dealing with customers IMHO. Even if you don't know what to do or where to point someone, if you stick to the above and take them to someone who can deal with the problem, it has the same effect on their impression of you :cool:
 
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