During interview, you can expect following to happen.

The interviewer starts with a welcome , settles candidate down and will explain entire procedure.

They will start with open questions, to help you relax, establish rapport and perhaps get you to lower your natural defences.

Interviewers should follow up candidate replies with 'probe' questions, which force you to answer more deeply, providing more information about you - to them.

They should be prepared to listen carefully to candidate replies: an interview is two-way communication. At least 50% of time should be given to a candidate. They will also observe your body language. They will be looking for hesitations, nervousness, facial expressions and tones of voice, all can be used in final evaluation.

But what do they ultimately want to find out about you?

Trained interviews should fit questions around three areas, which are important to them:

1. Can this person do job? Questions will be about qualifications, experience and achievements.

2. Will this person do job? Here they are looking at attitude and approach to work. They will want to know how serious you are about their organisation and want to be assured of you not resigning in 3 or 4 months time.

3. Will this person fit in? This is a manageability probe. They are really asking if you are going to be a pain in neck, cause them hassles, problems, and basically check to see if you're a team player.

At end of any interview be sure to thank interviewer for his time and interest in you. Maintain composure until you leave building, then once outside analyse your thoughts and feelings before you forget them.

Finally, it's important to keep realistic about interview process, remember that it's a numbers game and you will be lucky to get first job applied for. Most people don't manage it. But if you use each one as a learning experience, you never fail. You will come away knowing a little more about game than you realise, which will improve your performance next time.

Once customer expectations have been raised, it's very difficult to reduce them. Customers will expect problem to be solved, so something has to be conceded in return e.g. a reduction in price, or other form of free extras.

Expert marketers also now understand that it is much easier to keep a customer than to gain one. Yet even these days large companies (reported on media television programmes) still make same basic mistakes with service.

Is there hope at all?