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记入住时，我们输入名字，就马上知道这个顾客在我们的任意一家酒店中有过不愉快的经历。我们小心地对待这位顾客，承认我们意识到问题所在，并承诺尽可能地向他们提供完美的服务。这一做法既预防了那些想欺诈的顾客，又告诫了我们职员要特别小心对待那些再次光顾我们酒店的顾客。我们酒店的满意率提升了，欺诈事例减少了。
向面试官说明你如何一步步解决问题，如何做到圆满的成功。你用什么措施或准则来控制解决问题的步骤？结果如何？
Q：Describe how youve used a problemsolving process。
A：We once had several customers who'd arranged numerous free hotel stays around the country using our 100 percent atisfaction guarantee。I suggested leading a PC task force to set up a warning system that flags any guest name corresponding to a revious reported plaint or free service。Now when a guest checks in and we type in a name；we know immediately that the person has had an unpleasant experience at one of our hotels。We proactively approach the guest；acknowledge were aware of the problem；and offer our mitment to do everything possible to provide them with impeccable service。This practice warns the potentially fraudulent guest；at the same time；it warns our staff to be especially careful with any guest whos giving our hotel a second chance。Our satisfaction rate has improved；and fraudulent cases have decreased。
问：你怎样着手处理问题？
答：当要处理问题的时候，我通常会尽可能把所想到问题的原因写下来。
然后找出原因之间的关系，以此来归纳主要问题的共同特征。通常，研究完这些问题后，真正的原因就显而易见了。
面试官除了想知道你取得的成果外，还想知道你解决问题所用的逻辑。你办事果断吗？你如何缩小选择范围来作出抉择？别人如何评价你的推理技巧？他们会用什么样的例子来说明你具备有效的决策方式呢？
Q：How do you usually go about solving a problem？
A：When I need to solve a problem；I generally start by writing down as many ideas as I can think of about possible causes。Next I look for relationships among causes so I can group together symptoms of bigger problems。Usually；after I study these groups of problems；the real cause bees readily apparent。
第二部分（6～10问）
韦鲁基
问：你如何衡量你工作中的成功？
答：我凭顾客的反映来衡量。顾客打电话向我推荐新客户时，我知道他们觉得与我合作愉快。但我认为拉住老客户比赢得新客户更令我感到满足。人们有尝试新公司的趋向，因为那类新公司拥有良好的声誉或产品，但顾客再次光顾是出于他们信任已建立起的合作关系。
你要依据什么样的结果或证据评估工作的成功？哪类反馈或奖赏制度对你重要？面试官想证实这些要求能在工作中得到满足。
Q：How do you measure the success of your work？
A：I measure reactions of customers。When my customers call me with a referral；I know theyre happy。And I have to say that repeat business to me is more satisfying than winning a new account。People have a tendency to try a new pany because of that panys reputation or product；but they e back because of the relationship theyve learned to trust。
问：你做事切合实际吗？
答：通常我能找出潜在的问题，即使问题并不显眼。我想起一位投资银行家，他听过我们的金融不动产课程，并问我们为什么东京投资集团难以吸引当地投资。许多工商管理硕士尝试从一系列复杂的原因去思考，但我认为这与迅速摆脱市场不利因素有关，是非流动性投资引发的问题。我是说，如果主要投资当地不动产且通货膨胀已经使货币价远高于黑市价，投资者会感到不稳定，这样一来，结束投资就成为投资者的首选了。
向面试官举例说明你用过的实际可行的方法。怎样才算是简单明了且又是最佳的解决方法？其他人忽略了明显的问题吗？在这个事例中，你要更多地显示出常识性技能而非专业技能。
Q：How practical or pragmatic are you？
A：I can usually pick up on an underlying problem；even of its not too obvious。I recall an investment banker who visited our realestatefinance class and asked us what might cause the Tokyo investment munity a problem in attracting local investment dollars。A number of finance M。B。A。s in the class started trying to think of some plicated set of reasons。I decided it would have to do with getting out of a bad market quickly；and that a nonliquid investment would create problems。I said investors would be unsettled if the primary investment is local real setate and inflation has caused the paper value to exaggerate the real street value。As it ended up；that was the answer he wanted。
问：你如何把握对事实和对直觉的判断？
答：事实确实重要，但人们通常忽略了时效的影响，特别是在做市场调查时。在一次调查中，我对涉及到的价格数据感到不对头，我怀疑顾
客是否会像调查所示的那样花大量的金钱购买新车。因此，我们停下来并等候最后一季的价格结构。当利率攀升时，我们卖出了更多的车，而我们的对手却只能等待。
描述你曾靠直觉来处理问题，那类问题如果按照事实或常规步骤来处理的话，将会处理得一团糟。说明你具备突破常规去解决问题的能力。
Q：How do you balance your reliance on facts with your reliance on intuition？
A：Facts are important but often neglect pointb intime influences；especially with market research。One survey that I was unfortable with involved pricing data that was collected just after a major presidential election。The timing caused me
to doubt that consumers would really spend as much as the survey indicated they would for new cars。So we ended up holding on to the last quarters pricing structure。We sold more cars while；as interest rates climbed；some of our petitors had expensive inventory carryover。
问：在你上一份工作中最大的困难是什么？
答：我要让对电脑一窍不通的老雇员接受电子邮件系统。首先，我说明了减少用纸的要求；然后，我决定建立一个临时的电子邮件账户，这个系统设有每日一谜，谁要是答对了就把谁的名字记在该周的图表上。每周图表上有名字的职员可以到当地一家很不错的餐馆享用四人套餐。这个方法就如一个很好的设计方案一样促使大家使用电子邮件系统。
面试官想了解应试者在他上一份工作中改进的地方。如果你被问到这类问题，不要只是抱怨而不说明解决方案。不要仅仅指出问题，更要证明你有能力提出解决方案。
Q：What was your greatest problem in your last job？
A：I had to get longtime employees with few or no puter skills to embrace a new email system。I started by explaining the need for less paper in everyones job。Then I decided to create a temporary email account with one daily riddle on the system；everyone who responded correctly got their name put in a weekly drawing。Each week for one month a person from the drawing got dinner for four at a nice local restaurant。This approach went over well as a device to get people to use the system。
问：谈谈你没有预料到的问题？
答：我的上司要我解决正在执行的时间表的问题。我没有意识到在这些问题下工作的人会把我当成敌人。当我意识到的时候，我已做了一部分基础工作了。如果我先问一下他们的想法，我就能早一点让他们支持我的做法。
这个问题要求你谦逊，但也使你能从这件事情得到教训。你还明白了什么？这次经历如何使你的判断力得以提高？
Q：Tell me about a problem that you failed to anticipate。
A：My boss asked me to solve an ongoing scheduling problem。I failed to realize that the person who had lived with the problem would see me as an antagonist。By the time I realized it；Id already done some of the groundwork。If I'd started by asking for the persons opinion；I would have been able to get him on my side early on。
第三部分（11～15问）
韦鲁基
问：你解决过长期存在的问题吗？
答：以往，我们一批一批地向顾客发传真件，有时每小时多达10份。所以有的客户对此感到不满。我设置了客户自助服务的租赁传真机系�