Meeting Client Needs – RCMP Applicant Interview Competency 5
As I continue my series breaking down the eight RCMP Applicant Interview (Formerly Regular Member Selection Interview) Competencies, we are going to focus on Meeting Client Needs. As I stated in my previous posts, going through the RCMP Application Process and getting ready for this “Right Fit” Interview can be one of the most challenging stages of the process, and one not to be taken lightly.
At this interview, you will be asked behavioural and situational questions that will be used to assess if you meet this competency.
Taken from the RCMP Preparatory Guide for the Regular Member Selection Interview, the goal of these questions will be to establish if you:
…show a desire to identify, meet or exceed …. client needs and expectations. Have a genuine desire to help or serve others, or act on behalf of others being served.”
Meeting Client Needs for Behavioural Based Questions
The behavioural question will target your past experiences that demonstrate that you have a genuine desire to help others.
For example, you might be asked a question about a past experience of how you not only provided a service to a client, but anticipated their needs and provided a service that was beyond their expectation. Or you might be asked about a time when you initiated a good relationship with a client and what steps you took to ensure a long lasting client relationship.
When you are preparing for the interview, think about all of the situations when you provided an excellent service to a client. Try and think of examples where you went above and beyond the client’s expectations, or went out of your way to ensure a great service. Something that was more than what you would normally do for someone. Look for something that shows you took the time to truly understand the persons needs, and then took extra steps to ensure they got the full service for which they were asking. And as I have said previously, this doesn’t just have to be work related examples. You can use volunteer time, sporting events, or periods during your education. A client can be anyone for whom you are providing a service or product. Prepare several stories that you can use during the interview that demonstrate that you are committed to providing a good service to your clients.
Remember, when answering these questions, you will articulate your example using the S*T*A*R principle.
Meeting Client Needs for Situational Based Questions
The situational question will be a hypothetical scenario that will assess how you would handle a certain situation.
The interviewer will provide you with a scenario and ask what you would do. You will respond by stating the action that you would take if faced with that situation, why you would take that action and what factors you considered. This is called the A*R*C principle.
You might get asked a question of what you would do if you were dealing with a client who had identified that he is not happy with the service that you have provided. Or if you were asked by a client to provide a service for which you would not normally be responsible.
Situational questions can be somewhat lengthy, so you have to be careful to pay attention to the entire question and focus on the parts that are relevant. Think about the action as a series of steps, then state why you would do those steps and what you considered at each stage.
As you can see, there is a lot to consider when focusing on this one competency. And as I continue to stress, you must be prepared. Have your examples ready and practice delivering them using S*T*A*R. Come up with sample scenarios on your own and practice answering them using the A*R*C principle.
Catch up on all parts of this series: RCMP Competencies.
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