Preparing for a job interview, now or in the future? If you’re aiming for a customer-facing role, expect to discuss your approach to customer service.
It is common to be asked questions about customer service, for example, “How would you deal with an upset or irate customer?” or “What does good customer service mean to you?”
Your response to this question is very important.
Interviewers are eager to grasp your ability to interact with customers and provide assistance.
Business owners rely on staff to deliver exceptional experiences that build positive relationships with customers. Why? So they are more likely to return and recommend the business’s services.
Here, we break down customer service – so you can confidently discuss customer service in an interview.
What Does Good Customer Service Mean?
Your interviewer will want to know what you consider quality customer service and how you are willing to provide it. Your response will help them determine whether you can meet the standards for optimal customer service.
Good customer service, whether in-person or online, encompasses the following factors:
12 Elements of Good Customer Service
- Efficient Assistance
Providing customers with prompt solutions or fulfilling requests efficiently.
2. Support & Guidance
Being attentive (e.g. knowing their name) so the customer feels prioritised. Offering tailored advice and guidance, such as helping with navigation or applications.
3. Problem Solving
Fixing problems and answering questions as part of providing good customer service.
4. Active Listening
Actively listening to understand your customer’s needs, preferences, and pain points.
5. Product Knowledge
Sharing truthful, clear, and relevant information so customers can make an informed decision and take action in a timely manner.
6. Positive Attitude
Greet customers with a smile or a friendly hello to create a positive impression. Displaying courtesy, understanding, and empathy for the customer’s situation and frustration while addressing and resolving issues.
7. Follow-up
Checking in with customers promptly and regularly to ensure their needs have been met and they are satisfied.
8. Take on Feedback
Acknowledging and listening to customer feedback to increase satisfaction.
9. Consistency
Ensuring every team member delivers quality customer service for reliability.
10. Smooth Handovers
Ensuring seamless transitions when transferring customers to different departments or team members.
11. Collaborative Teamwork
Working with colleagues to achieve the best result for the customer.
12. Cross/Upselling (when appropriate)
Encouraging customers to purchase additional and higher-priced products or services while making them feel valued.
In an interview, you must pinpoint your understanding of what customer service is and why it is so important for every business.
You need to show your interviewer how you would provide excellent customer service to ensure their customers continue to come back. Be ready to provide an example of great customer service and poor customer service you have experienced.
To master the art of customer satisfaction, check out Keyba Careers’ online crash course: Improve Your Sales Skills to Help You Get a Job.
We cover why customers matter, what ‘Good’ and ‘Bad’ customer service looks like, factors affecting customer decisions, handling objections and angry customers, and demonstrating excellent customer service skills in interviews.
Not only that, you will learn effective sales strategies and even over-the-phone selling techniques!
Having basic customer service and sales skills will help you secure a job and a life skill you will fall back on time and time again.
