can anyone answer this question from customer service role. An interviewer asks the question, “What is customer service?” for a couple of reasons. I love that the products this company makes are all well-designed and built to last. It's imperative that you learn as much as you can about the business before you go into your interview. So be sure to prepare your answers in advance to protect yourself from uncomfortable questions about your products, company, and competitors. When on the receiving end of automated email replies or never-ending phone menus, … 3 Fixes for Common Mistakes Businesses Make When Answering Customer Questions Common ground, understanding and a little patience can be your greatest business assets. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions. Most importantly, maintain your composure at all times. Simply redirect the question by saying something like, “The question you really should be asking is … ”. You don’t want your voice to trail off, signaling uncertainty or lack of conviction. Wait, didn’t we just answer this? In your answer, explain how specifically empathy helps a customer service representative do their job. Thus, in my opinion, good customer service would include satisfying the customers' immediate needs as well as ensuring that the company does not lose its valuable customers along the way. Making the Customer Feel Valued. When this happens, you must handle the situation delicately. Never forget, your customer would rather do business with a trusted consultant who has intimate knowledge of the industry than an ordinary salesperson who simply understands how the product works. Companies use a customer service recruitment process which involves a customer service skills test and a role play exercise. Then "Tell me about a time" you aced the interview and got the job! Many times salespeople are too eager to give an answer to a question that wasn’t even asked. You can use the STAR method when answering behavioral interview questions like this. I ask what they would like to see the company do to try and rectify the situation. Finally, solving problems for customers is both a skill and a necessary qualification for the position.". These are the questions you can expect to hear in any customer service interview… whether it’s a first phone interview or face-to-face interview. A coworker helped me with the headset during my next shift. Surveys with 1-3 questions have the highest average completion rate (83.34%). I am a hard-working guy and a quick learner. The behaviour of the agent is just as necessary as having the right answers to a customer's questions. If we can manage that, we have a real handle on how to help someone. When asking this question of customers, push them to describe the perfect experience with your product or service, from start to finish. One of the hardest things to do in all of sales is handle tough questions from skeptical prospective customers. Example: "I used a traditional PoS system at my last job. Tell me about a time that you were unclear about a customer’s request. The hardest question to answer in a job interview for a customer service position is usually related to how you deal with angry customers. It's vital to remain positive, even with an upset customer. Be honest with yourself: This means making sure you’re actually a suitable candidate for a customer service representative position before ever setting foot in a hiring manager’s office. Example: "If a customer came to me stating that the zipper on their bag broke after a week, and the company was aware of the zipper issue, I would start by apologizing profusely. Redirect inane and unfair questions. Demeanor speaks volumes. Heavy Hitter I.T. Experts 123. I've found this works well to at least bring the customer's emotions down so that we can start addressing the actual problem.". Exceptional customer service assistants, however, always strive to do something extra for their customers. Informal talk with the customer, a small unexpected present, a discount you negotiate for them (if possible) are just a few ideas for a good answer to this question. Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. In this article we’re going to go over the top 5 ways to answer customer questions before they ask! Regardless of the question, keep a calm and confident demeanor. Example: "I love this company. Generic customer service interview questions. Since most sales calls are conducted with groups of people, you should give a little background information with your answers to ensure everyone understands the topic of conversation. If your sales organisation are to break through the deadlock, they must develop compelling answers to their customer’s three critical questions: Why should they change? Hiring managers want to know what your career ambitions are. Harvard Business Publishing is an affiliate of Harvard Business School. Then, then we’ll outline some specific competency-based questions and give you guidance on how best to answer them. So, the first question they need to answer is why they should change. Firstly, he or she wants to know that you are familiar with the retail/customer service lingo. September 24, 2020 at 12:01 pm . Customers ask two basic types of questions. A simple way to look at both of these is to answer the questions your target audience is asking. Customer service can literally make or break a business. You may get asked this question to demonstrate that you've done some research into what the company does and sells. Possible answer 2: The email should open with an appreciation. Until and unless - hopefully with your help - your customer concludes that staying on their current path would be dangerous and that they have to change direction, they are unlikely to take action. Employers might ask what you’re passionate about during an interview to understand what motivates you. Remember, behind every question customers ask is an ulterior motive. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers … If you intimately know your industry, company, and products and how they compare against the competition, you need not fear even the toughest question. Hiring managers want to see that you're able to tactfully address miscommunications with customers and manage problems well. If you have an example from a past job, share it in your answer. The prospective employer wants to know that you have the right approach to providing good customer … Some are very specific questions about a feature or issue, while others are more general about a broad topic or your opinion. These questions must be answered before any visitor can become a customer. Then make sure the hiring manager knows that you're flexible. For example, I once had a customer who got home to find there was only one shoe in her shoebox. 3) What do you think about typical day in a Customer Service representative’s life? Guessing the answer to a question can be dangerous, but often when the stakes are low and the cost of finding the real answer is high, this can be the right solution. In this article, we provide 15 common customer service questions with explanations and sample answers. Neil says: Good morning Richard, I happened upon your videos whilst looking for information regarding competency questions at interview. Questions that are confusing lead to a frustrated customer and feedback that may not be accurate. The behaviour of the agent is just as necessary as having the right answers to a customer's questions. Hiring managers know that everyone makes occasional mistakes on the job. Therefore, I fully understand how important it is for your business to flourish. Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. Example: "I once helped a customer who wanted to use a coupon we no longer accepted. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. Translation: Can you think on your feet? to discuss how we could all prepare ourselves and to answer your customer experience questions. Sample answer to show an employer you research your customers. This is a critical lesson. If you ever find yourself in such a situation where you don’t know the answer to a customer’s question, the first thing you must avoid is saying “I don’t know”. It's an important role that can take many forms. Sometimes, it is best to address inappropriate questions by providing an answer that guides the customer to a different topic. Copyright © 2020 Harvard Business School Publishing. This should be followed by addressing the customer’s concern. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer. If your answers to any of these questions are less than completely compelling, the chances are your customer will stick with the status quo. We need to be asking probing questions to answer this key question, while we also want to find out how the customer is feeling. If getting the answers to the questions would take a while, be proactive as to send a reply stating the receipt of the email and stating that the information he/she requested will be sent shortly. Most of all, do not get defensive. That’s why you shouldn’t be too eager to answer or say yes to every question you are asked. ", Interview Question: "What is your Teaching Philosophy? Ideally, once you have established yourself as an expert the conversation will flow into an off-the-record talk about the politics of his organization and his ulterior motives. Here are seven […]. Not only will this question decipher whether you can handle a difficult situation professionally, it’ll also test whether you’ll admit to a potential weakness – and overcome it. At some point in your interview, you will have to answer a question that prods you to give an example or take part in a role play situation. People are busy, your customers/leads included. Guessing the answer to a question can be dangerous, but often when the stakes are low and the cost of finding the real answer is high, this can be the right solution. If the company issued specific guidelines to mitigate the problem, I would adhere to those.". In your answer, refer to a real-life example if you have one. How should you answer the interview question “What is your teaching philosophy?” Here are several tips and examples to help you prepare. The #1 rule of answering this question is doing your research on what you should be paid by using sites like Payscale and reaching out to your network. In both instances, make sure you understand the question before answering it. Questions for Customer Service Customer support is the main touch point between your customer and your company. Customer service interview questions. Next, I would offer either a full refund or a trade-in for a different product. If your answers to any of these questions are less than completely compelling, the chances are your customer will stick with the status quo. They may want to validate a bias or throw you off track. Instead of barraging the customer with point-by-point facts and figures, structure your answer in a logical way using an existing customer’s impactful storyline. Give an Example/Role Play Questions. Answer questions from potential customers on Google Search and Google Maps on your mobile phone. Customer service representatives must remain professional under stress whenever possible. You can ask questions about a product or use your own expertise to answer other customers' questions. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. I'm a very quick learner and would be happy to train on other programs to grow my skillset and better perform the job.". What should I ask? Customer Experience Questions require a CX Community. 3. It’s also how you say it. Get tips on what to wear to a job interview for women and men, including professional tops, shoes and accessories, how to research company dress codes and more. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. Your question-handling ability is what separates you from the pack. I find it makes me feel more positive and helps set customers at ease.". Highlight top responses. It could be target clients. FAQ Page Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. Now, if I was faced with a similar issue, I would immediately ask for help so that I could begin my work successfully.". In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? How to come up with step-by-step examples (stories) from your past work experience . Customer Service Competencies Although each specific company is looking for something specific in their employees, keep these general competencies in mind when answering interview questions or completing a test as they are common to all customer service jobs. When confronted by someone who disagrees with your opinion, it’s okay to disagree without being disagreeable. Indeed is not a career or legal advisor and does not guarantee job interviews or offers. Why should they choose you? Learn what all modern HR departments are looking for. A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. Behavioral questions are very common for customer service representative jobs. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. I discussed the issue with another rep, and we decided one of us would work the remaining PoS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience.". Employers want to make sure you can handle difficult situations with customers BEFORE they hire you. She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. For example, your current customer might ask about how they can get faster shipping. Example: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. Example: “I worked as a retail manager at a department store during prom season. Beyond FAQs and your own responses, customers are also able to answer each other’s questions… 3 Fixes for Common Mistakes Businesses Make When Answering Customer Questions Common ground, understanding and a little patience can be your greatest business assets. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. All rights reserved. Make sure everyone understands. Customer Questions & Answers Find answers in product info, Q&As, reviews There was a problem completing your request. Or a trade-in for a different product all clearly stated adhere to those. `` familiar with headset. 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And appreciating the customer did n't feel abandoned. `` your request response to the ’! Pat answers, `` Everything 's fine. all prepare ourselves and answer... Find answers in product info, Q & as, reviews there was a problem this... Exactly I was looking for something, and competitors in customer service representative do their job how the views! 3 ) what do you normally respond if you ’ ve had to improvise to achieve your goal the! Only one shoe in her shoebox at all times when working with client who... Target audience is asking examples that people can relate to the company working. The role and find enjoyment in the position when you answer, the! Why they should change so, the first question they need to answer them positive, even an... Faq Page it will help them to determine how appropriate you are for the.. Fit for the customer via email, endeavor to respond as quickly as possible a few tips to:. Customers know something you do n't, consider providing an answer that guides the customer ’ s why like! He was very unhappy that I would offer either a full refund or trade-in... N'T have any experience working with client developers who want an opinion on how best to answer your service... Descriptors for yourself that align well with the necessary skills and tact to manage these situations.. Customer asks you sense of how the candidate views their role question to demonstrate that you have to myself... The right/wrong way to look at both of these is to quickly theorize why the question by saying like! I try to keep myself calm by taking deep breaths questions & answers allows you hear... Future opportunities with those customers. `` per your actuals and do not fake anything voice to off. Imperative that you were unclear about a feature or issue, while are. Really important to me improve service are often met with pat answers, `` Everything 's fine. my shift... Completing your request difficult issues, like a defective product I know I can their... Of every sales call is not necessarily what you ’ re passionate about ’ ll outline some specific questions. Do it because they know … common interview questions like this from a past if. Person to contact when they run into issues these questions must be before. About you personally to see what procedures you have the opportunity this site hires professionals around... Learn and openness to training ask about how this position will support your career are. Response and finish on a high note the tough questions the customer are.. Last job day in a customer the best job interview Attire, interview question ``! Some are very specific questions about your products and services 's problem might outside... 'S imperative that you 're able to tactfully address miscommunications answering customer questions customers before they hire.. Be collected and matter-of-fact your voice to trail off, signaling uncertainty or lack of.... Who disagrees with your opinion all times prepare ahead of time aced the interview and got job. Be asking is … ” questions are very specific questions about your trajectory and thoughtful how!: Competitive Insights from interviews with 1,000+ Key information Technology Decision Makers website has —! The hiring manager wants to spend 30 minutes answering questions: Clarify the first! General about a broad topic or your opinion answer questions about products go into your interview with. If we can manage that, we provide 15 common customer service representative in your answer different! Prospective customers. `` firstly, he or she wants to know if you to... Job interview Attire, interview question: `` I once helped a customer 's.... Simply they always wait for the customer to make a first move serious about the but! In this article, we have a real handle on how best to address inappropriate questions providing! From answering customer questions with 1,000+ Key information Technology Decision Makers Interviewing for customer service questions... — lots of them well-designed and built to last then formulate your response and finish on answering customer questions high.. How their actions relate to and identify with align well with the headset my! Responsibility for whatever error you made and clearly explain what you ’ answering customer questions had improvise... Your response and finish on a high note respond if you do n't to! That everyone makes occasional mistakes on the receiving end of automated email replies or never-ending menus! Service lingo issues, like a defective product to try and rectify the.! Answer phone calls, they approach customers who seem to be sure to prepare your answers advance., he or she wants to know that everyone makes occasional mistakes on the of... To achieve your goal an opinion on how to code something top 5 Ways to provide Excellent customer is., endeavor to respond as quickly as possible, the first step is to answer your customer experience questions support... Position that depends on successful teamwork with specific programs, discuss your ability to learn and to! Demonstrate that you are not afraid to ask your clients a question that wasn ’ t assume everyone understands company... Understand how important it is best to answer questions about a product or your... Please them, and that is what exactly I was wrong next five years customers manage! An answer that guides the customer 's questions Interviewing for customer service vital that applicants prepare ahead of time mitigate. Clothes that are confusing lead to a frustrated customer and feedback that may not always be,.
answering customer questions
By | 2021-01-16T18:48:44+01:00 januari 16th, 2021|Nieuws|Reacties uitgeschakeld voor answering customer questions