Conducting a Structured Job Interview for Customer Service Executive

Instructions

Overview

In this assignment you will develop a series of interview questions from the job description and job posting created in the previous exercise, as well as develop a rating scale to evaluate the quality of the interview.

Complete the following tasks in the order that they appear:

1. Develop interview questions (including the following):

a. Two situational interview (SI) questions. b. Two behavior description interview (BDI) questions. c. Two experience-based interview questions.

2. Develop a rating scale (scoring guide) for each interview question

Ensure that each rating scale has a three-point anchored scoring guide (e.g. for instance, a poor, typical, and good answer).

3. Develop probing questions (e.g. probes) for the two behaviour description interview (BDI) questions.

4. Provide a copy of the supporting job description and posting used in the development process.