Job application - examples of "exceptional customer service"

[Kernowgal]

I recently applied for a job. Sent off CV and cover letter as per guidelines. Today I got an email asking me to answer three further questions. The first asks for an example of me giving "exceptional customer service". The trouble is, my job is not a customer-facing one (I am a gardener). I frequently deal with other members of staff but I rarely have to deal with the public. I can't think of any examples for my entire career, let alone recent ones! The only one I think might be useable is a recent first aid incident I dealt with, though that has little to do with my actual job.

Anyway, the second question asks me to give detailed examples of how I meet the job and person spec, but this is all covered in the cover letter I've already done, and they've asked for a maximum of 500 words.

The third demands to know my current salary. They have stated a salary in the job description so I am at a loss as to why they are asking this. I know some employers ask for a 'desired salary' but I feel like my current salary isn't really any of their business. Am I being difficult?? I feel a bit peevish about all this, especially as they sent it today and want it back by Sunday (I am working this weekend). Pah.

Customer might not mean members of the public. Who do you do gardening for? Customers could be internal customers to a company, and if you haven't got examples relating directly to your current job, use whatever you've got, so the fact that whatever the first aid incident was isn't related to your current job doesn't matter - it is about relating it to the job you are applying for.

They obviously don't feel you've quite covered examples of how you meet the person spec in your cover letter even if you think you have, so look at that again.

It sounds as though your current job is very different from the one you're applying for, so if the salary is much lower than what you are applying for I wouldn't worry too much - it's about going rate for the job. Yes ideally they shouldn't ask because it shouldn't really be relevant, but refusing to give the information isn't going to help you really.

And surely you can find an hour or two between now and the end of Sunday, even if you are working this weekend?

It's positive because they feel you haven't covered everything but rather than discounting your application entirely, they are giving you a chance to put that right because they obviously like your application otherwise.

Ultimately, do you want the job or not?

Yes, go with internal customers to show exceptional customer service. So any situations where you go above and beyond for the colleagues you deal with, including your boss. In addition to specific incidents, you could also illustrate with examples of providing a consistently high level of service over time. Think in terms of particular aspects of your job, and anybody who directly benefits from what you do.

It could be that other candidates have also been asked these extra questions - perhaps the organisation is after additional criteria to help separate applicants.

I was in a bit of a grump about this last night, hence the irate post

I think this has been sent out to all applicants, it's not just me. Just been through my cover letter and I have addressed everything in the person spec - this is how I do my cover letters. The job is not dissimilar to what I do now (I work for a rival organisation) and I have plenty of relevant experience, all of which I highlighted in the letter.

I have since run a few 'customer service' examples past a colleague and she says they're fine - some are work done for other staff members, some are dealing with visitors in my previous role, plus the first aid one.

My consternation stems partly from the fact that they are already asking an awful lot for the salary on offer, so to then ask you to jump through a few further hoops just to get an interview is a bit annoying. And yes I will be able to find a couple of hours this weekend to do the blurb, again I was having a bit of a hissy fit

I would like the job, I think it'll be a huge challenge and that's exactly what I'd like right now. Best suck it up and get on with it. Thank you both for your help