Example of a STAR Interview Response

To show how the STAR format works in practice, here is an example of how you might answer a common behavioural question.

Interview question: Can you tell me about a time when you had to manage a difficult customer or client?

Situation

In my previous role as a customer service officer at a telecommunications company, I received a call from a customer who was upset about repeated service outages in their area. They had already spoken to several colleagues before reaching me and were feeling frustrated.

Task

My responsibility was to acknowledge their concerns, resolve the issue as quickly as possible, and ensure the customer left the interaction with greater confidence in our service.

Action

I began by listening carefully without interrupting and confirmed my understanding of their concerns. I apologised for the repeated inconvenience and explained the technical reason for the outages in simple terms. To reassure the customer, I checked with the technical team for the most up to date information, then arranged for a technician to visit their property the next morning. I also offered them a temporary credit on their bill as a gesture of goodwill.

Result

The customer thanked me for being clear and proactive. They confirmed that the technician resolved the problem the next day and later provided positive feedback about the service. This not only retained the customer but also demonstrated to my manager that I could handle challenging calls effectively and turn a negative situation into a positive outcome.

This example shows how STAR gives you a structured story. Each stage flows naturally, and by the time you reach the result, the interviewer has a clear picture of both your skills and your impact.

Using STAR format is essential for any job interview.