Guide to conducting exit Interviews - Dean Amory

Factors Making The
Organization Attractive
Exceptional Customer
Service
Interview Guide
Think back to when you first joined the organization.
How long had you been employed by _______________?
What attracted you to the organization?
What were your initial impressions when you joined?
How have these impressions changed since then?
Tell me about a time when you felt most excited, most engaged
or involved in your work –with your colleagues, the customers, a
specific project, it could be anything during those years: a time
when you felt, “this is really good!” “I wish it could always be
like this!” or sentiments such as that.
What was the situation?
What made it exciting?
Who was involved that made it significant?
What do you value most about the organization? Why?
What do you think that you will miss most, when you leave?
As you well know, the vision includes a focus on customer
service (include quote, as appropriate).
Think of a time, in your __ years here, when you witnessed truly
exceptional customer service. Perhaps a time that you recall
whenever you read or hear that phrase, “exceptional customer
service.” It might be an occasion when you were directly
involved, or when you observed a colleague.
What was the situation?
Who was involved?
What took place? What about it earns the phrase,
“exceptional customer service?”
Have you seen that type of event often here, or is it truly
exceptional?
What is one suggestion that would make it more frequent?