What Is a Good Customer Service Interview?
The employer will often use the customer service interview to determine if the candidate is good with people of any age, gender or cultural background. Customer service agents or representatives must be capable of dealing with various people, even when they are angry or aggressive. A good customer service interview is one where you can show your capabilities with examples as evidence that you are a great people person.
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Be Friendly and Outgoing
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The interviewer may use the interview as an opportunity to analyze your communication and people skills. Be friendly and outgoing during the interview, but be sure to listen as much as you talk. Customer service representatives do not only provide answers, but also listen to customer complaints and problems. Be yourself, but be more open than introverted. If you seem shy or quite, the interviewer may take that as an example of how you are with customers.
Provide Examples
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During a customer service interview, the interviewer will ask you how you are with people and how you deal with negative customers or situations. Provide concrete examples of the situations you have encountered and how you handled them. For example, you might explain that you have worked at a fast-food restaurant and a customer was not satisfied with his meal. Explain how you handled the situation, even though he was angry and how he ended up leaving the restaurant a satisfied customer. The more examples you can provide, the more you are showing the interviewer the experience you have.
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Customer Service Philosophy
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The interviewer may ask you about your customer service philosophy. A customer service philosophy is a statement that you work by in order to provide the best possible service to customers, despite their mood or aggressiveness. This customer service philosophy is similar to a mission statement for a company. It is your goal and guideline when working with customers. Have one prepared for the interviewer, so she can see that you have put thought into how you work with customers.
Measuring Customer Service Success
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Companies will measure customer service success differently, depending on the company's overall goals. For example, some companies may measure successful customer service by the amount of new customers the company is getting, while others focus on the number of returning or repeat customers. Prepare your personal list of customer service success measures and present it during the interview, if asked. Other examples include number of products sold, success rates of customer support or the number of product complains received by customers.
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References
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