When answering this question, focus on a specific example where you identified a problem or an area for improvement in the customer experience and took the initiative to address it. Outline the steps you took to implement the new process or system, and highlight the positive impact it had on customer satisfaction. Be sure to mention any metrics or feedback that demonstrate the success of your initiative.
Example:
"In my previous role, I noticed that customers frequently complained about the long wait times for technical support. I conducted a thorough analysis and found that the existing ticketing system was inefficient. I proposed and implemented a new automated ticketing system that prioritized issues based on urgency and complexity. As a result, the average response time decreased by 40%, and customer satisfaction scores improved by 25%."
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