1. Tell us something about yourself. Answer:
This is a conversation starter and would most often be the first question at any interviewer. Most people find it difficult to explain themselves to the interviewer due to lack of preparation.
The interviewer would like to know more about you as an individual and why they should hire you over others. While answering this question, focus on your strengths and skills.
To answer this question, you can say something like:
I work as a Customer Service Assistant for XYZ and possess a 3 years of work experience in handling various functions of Customer service. My job role includes answering phone calls, replying to the customer's email, handling dissatisfied customer. In my last job, I could developer and foster relationship with new customers in eastern province. It resulted in 25% increase in sales.
I'm solution oriented and pay a lot of attention to details. I make sure that I meet all my deadlines.
As you are looking for a Customer Service Manager, I can be instrumental in getting a positive outcome in customer retention, development and sales.
2. What do you think are the typical activities a Customer Service representative does in a day?Answer:
Some of the daily activities that a customer service executive does are:
i. Answer product and service related questions
ii. Providing customers with more information
iii. Resolve customer complaints by phone, email, social media etc.
iv. Open, Close, Maintain and upgrade customer accounts,
v. Inform customers about the deals and promotions, promote sales
vi. Compile reports on customer satisfaction
The main purpose of all these activities is to attract and retain customers.
There are two reasons that an interviewer would ask you this question –
i. Are you aware of what is expected from you in this role?
ii. And, if you are happy to carry out these tasks?
The activities that you are expected to carry out may change with the company and business. Make sure that you have read the job description carefully before going to the interview.
3. What makes for a great customer service?Answer:
Providing excellent customer service helps you to create loyal customers who would help you increase your sales. To help you achieve that, following are some of the important things to remember:
i. Know your product or service:
You need to know well what you are selling.
ii. Be friendly and approachable:
Greet your customer with a smile and a warm greeting. Ask the customer how can you help them? This makes you look more approachable. Your gestures show up even over the phone.
iii. Listen and respond:
Respond to all the inquiries without interrupting them during the questions.
iv. Deliver what you promised -
And, on time.
v. Training the staff:
This includes both product and behavioural training.
vi. Ask for feedback and work on it:
Once you have the feedback, review it regularly, identify areas where you need to improve and act on it.
Most importantly respect your customers, be empathetic and courteous.
4. Why do you want to work in Customer Service Department?Answer:
The interviewer would ask you this question to know how motivated you are to work in a customer service environment.
To answer this question, you can say:
"Customer Service is a people-oriented job which I find interesting. My ability to foster relationships and solve problems helps me perform well in this department."
5. How will you deal with a customer who is unhappy with the service or the product?Answer:
To deal with unhappy customers you need to pay attention to following things:
i. Stay Professional and Calm:
When the customer is complaining, you need to be calm and under control.
ii. Listen to the customer:
Use your best listening skills. When the customer is done talking, tell him what you have understood and ask questions to get more clarity on the situation. Pay attention to their problem. Your body language is very important, keep an eye contact and don't look irritated or bored.
iii. Do not take it personally:
The customer is unhappy with the product or service provided. Don't take it personally.
iv. Sympathize with the customer:
For the unpleasant experience. This will show that you understand and respect them and will help make things easier for you to sort.
This will help you get the customer to a level where he is ready to discuss and in the long run you'll be able to retain the customer.
vi. Find Solution:
Get all the facts from the customer and give the possible solution. Let the customer know what action has been taken for resolving the problem and check if he is satisfied with it.
You can even tell the interviewer a success story from your past experience, making use of the above things.
6. What are the important qualities a Customer Care Executive needs to possess?Answer:
A customer service executive needs to be cheerful, well organized, flexible, adaptable, etc. He/she must have the following qualities:
i. Needs to be a good listener:
In order to understand the situation, the customer service executive needs to listen properly to the customer and them ask relevant questions to get all the details which would help him/her understand the situation properly.
A customer service representative deals with a lot of customers who are angry, rude, unhappy which can be frustrating at times. A good customer service executive needs to have patience, which is one of the most difficult skills to develop.
iii. Needs to be creative:
You may need to come up with creative solutions that do not cost much to the company.
iv. Good communication skills:
While communicating with the customer the customer executive needs to clearly understand what the customer is trying to convey.
v. Physically strong:
This job may mean standing for long hours and talking to mane people certainly. You need to be physically strong to do that.
Then, go on to explain how you possess these qualities.
7. How would you handle the negative feedback a customer has given about you to the manager?Answer:
A negative feedback is something which is unpleasant and nobody likes it but it is the single biggest opportunity to improve and grow. So, what comes into play here is your "attitude" towards self-improvement.
To answer this question you can say something like:
"It is not easy to deal with negative criticism but I take it as an opportunity to learn and grow. I would discuss it with my manager, evaluate it, process it and learn from it."
8. How would you handle a situation in which you cannot comply with the customer's demands?Answer:
Sometimes meeting the customers' demands is difficult and you need to say a polite no. In order to handle these situations, you need to be calm and positive.
To answer this question you need to listen to the customer's request and focus on what you can offer and try and give alternatives. If you cannot offer alternatives say a no with kindness and gratitude. Be clear and transparent and don't promise anything which you cannot offer.
To answer this question you can say something like:
"We are currently working on (the requested service) but I can offer you (alternative service) and I assure you that this will work best for you."
9. If a customer points out a problem with your product or service, how will you handle it?Answer:
When a customer complains about a product or service, it gives you an opportunity to investigate and improve. It also helps you to prevent further complaints. If you deal with the complaint efficiently, it helps in increasing the brand value and the customers become loyal towards your brand.
Never argue with the customer. Listen to their problem carefully. Empathize with them.
For e.g. If the customer is facing a problem with the new laptop he just purchased: "I am sorry you had to go through this. We have already notified the technical team. They will be in touch with you very soon. I assure you that we will get this fixed at the earliest. Also, I would like to thank you for pointing out this problem with the product."