Good Customer Service Skills for Interviews

Good communication skills is a requisite for a service job.

When interviewing for a job in customer service or for a position that strongly emphasizes customer service, it is important to understand what prominent skills are expected from companies. Despite a misconception that most people can deliver good customer service, this is a very technical job area that requires someone with a specialized skill set.

Communication Skills

Communication skills routinely appear as the most important skill set for any job. Its necessity is heightened in service positions because of the importance of listening for, understanding and then communicating messages to the customer. You must communicate clearly and with correct grammar usage, while also conveying nonverbal messages that are enthusiastic and positive. Interviewers want to see that you can effectively communicate ideas and are taking note of your enthusiasm for the position.

Patience

One particular skill that separates people capable of long-term employment in customer service from other departments is patience. The "Customer Service Skills List" from the Job Interview & Career Guide notes, "...before any other skill is possible, a company representative must be patient and able to listen attentively." Fast-paced service environments require service representatives who are patient in approaching customers. Interviewers may ask behavioral or philosophical questions to gauge your level of patience.

Problem Solving

The 21st century is the age of employee empowerment in businesses. Companies oftentimes prefer to involve employees in decision-making to help them take on ownership and to provide prompt service to customers. For this to work, service employees must possess the ability to make quick and accurate decisions to resolve service issues. You are likely to hear scenario questions in an interview that place you in various service dilemmas. The interviewer wants to understand your views on service and is gauging your ability to think and react.

Initiative

It may not function as the most needed skill to work in customer service, but initiative is certainly among the most desired customer service skills employers seek. In its short list of "Customer Service - Interview Questions," Job Bank USA notes "Can you tell me about a time when you did something extra... for the benefit of the customer?" as a common service interview question. A service employee with initiative is much more promotable because she instinctively knows when to take action and when to go the extra mile for her customers. You can demonstrate your initiative in an interview by providing examples of times you have gone above and beyond to help customers by making proactive decisions that worked.

References

• Job Interview & Career Guide; Customer Service Skills List: Customer Service Skills Examples; January 2011
• Job Bank USA: Customer Service -- Interview Questions