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Nov 28

At its core, this question is asking why you’re interested in customer service. If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? Here are some options: 1. Actionable Steps to Fight Workplace Racism. Once, a customer was deeply displeased with his meal. Tips for Answering Customer Service Questions, How to Prepare for a Customer Service Interview, Tips on How to Answer Retail Interview Questions, Top 12 Entry-Level Interview Questions and Best Answers, How to Prepare for Common Receptionist Interview Questions, Tips on How to Answer Interview Questions About Customer Service, Best Answers for the Most Common Job Interview Questions, Common Phone Interview Questions and Best Answers, 12 of the Toughest Interview Questions With Answers, Customer Service Interview Questions and Answers, Answers for Common Interview Question for Sales Positions, How to Answer Interview Questions About Organization, Sample Sales Interview Answers About Strengths and Weaknesses, Tips for Answering Interview Questions About Your Education, How to Answer "What Interests You About this Job? If you don’t have experience with the particular tool or software you’re asked about, you can still answer this question. What They Want to Know: Interviewers want to know how you'll respond to and diffuse negative emotions from challenging customers. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. If you are applying for a role in customer service or retail, or for any other position where you have personal contact with consumers or businesses, your interviewer will be eager to know how you would interact with and provide assistance to customers. Customer service can literally make or break a business. Do people tend to work collaboratively or independently? If you’re not feeling upbeat, review these tips for staying positive during job interviews. When answering interview questions about customer service, it can be helpful to consider the core elements that make it up. When I started my last job, for example, I had never used a point of sale (POS) system before, but within a few weeks I was able to learn enough that I could troubleshoot problems and even answer other employees’ questions about how to use it.”. Be ready to share your achievements in customer service efficiency with the interviewer. When I looked at the plate, I didn't spot a problem. making this question an opportunity for you to make the case for your candidacy. Most customer service positions will be focused on one (or at most two) methods of communication. In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. Below are eleven customer service stories of companies going above and beyond to provide good customer service: JetBlue - … What Is Your Preferred Method of Communication? Customer Service Scenario 1: Angry customer. What They Want to Know: Ideally, your response will mirror the values the company holds. This question is asked to evaluate how much research you did before the interview, and to see if you want this customer service job in particular versus any customer service job. Manufacturers, distributors, retailers and service organizations all rely heavily on service representatives or associates. I'd probably say something like, "I apologize that this issue is taking longer than anticipated to resolve." If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. Introduction – Customer Service Interview Questions and Answers. Arrive at your interview with a solid base of understanding of both the company and its reputation amongst customers, as well as detailed knowledge of the company's services/products. “In my current role, my company doesn’t allow calls to be transferred between support reps on the same level, only up the chain to managers or to different departments. Take a look at the ten interpersonal skills that make people in customer service positions shine, and review more common retail and customer service interview questions and sample answers. What are some of the qualities you think make a standout customer service rep here? If you’ve used a related or comparable tool, talk about how you’ve used it, how it’s similar, and the ways in which your experience with it would set you up to succeed. For instance, I could call the customer back, provide an update by email, or do something that will free up the person's time. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. “I’m not looking for someone to magically fix the situation, just looking for someone to take ownership over it,” Bell says. For example, maybe you work in retail, but your favorite aspect is talking to and helping customers who want to make a return or exchange or have another issue, so you want to make that your job’s focus. That should be in your answer. You may have already heard a lot of general job interview prep tips and prepared for more universal interview questions. Do you get genuine fulfillment out of helping people? For example, maybe you can talk about when you were a camp counselor and the most fulfilling part of the job was when a camper would come to you with a problem and you’d get to help them think through it and figure out a course of action. What does “good” customer service mean to you? In the end, he left a big tip and apologized for not having mentioned his allergy from the start of the meal when I'd inquired about dietary preferences and allergies.

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