How To Ace An Interview Question About Customer Service

How To Ace An Interview Question About Customer Service

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When preparing for a job interview, particularly for a position involving customer service or support, it’s crucial to understand that excellent customer service is both situational and contextual.

For instance, the common assumption is that warm, friendly service always strengthens customer loyalty. While that’s often true, it doesn’t apply to every scenario. Imagine you’re a customer who dashed out late on a rainy night to grab milk for the next morning’s coffee. In a case like this, you probably wouldn’t appreciate a chatty cashier; you’d prefer quick, efficient service so you could return home as soon as possible. You don’t want a conversation; it’s late at night, and you want your coffee milk quickly.

There isn’t a universal formula for perfect customer service or a script to memorize and use in every interaction. It’s about your attitude. And research in “Hiring For Attitude” demonstrates that 89% of the time, new hires fail due to a mismatch in attitude, not a lack of skills.

Customer service demands intelligently reading customers’ immediate needs in the moment and adjusting your service approach accordingly. To excel on customer service interview questions, you need to demonstrate this adaptability and situational awareness.

One of the most common customer service interview questions is some version of, “Tell me about a time when you worked with a difficult customer.” This question is a great chance to showcase how you interpret and navigate challenging service scenarios and adapt your approach based on the customer’s needs.

Here are some general rules for tackling this question.

First, avoid generic or dismissive responses. Don’t downplay the customer’s perspective or behave as though their frustration was unwarranted or trivial. Avoid the attitude of just wanting to get through the situation or thinking you’re not paid enough to handle such scenarios.

Second, show empathy and understanding. Recognize that customers become difficult for a reason. Show that you take the time to understand their frustrations or needs without judgment. Also, highlight your patience and willingness to ask questions to dig deeper into the underlying issues.

Third, demonstrate a proactive attitude. Instead of indicating that you did the bare minimum, describe how you went the extra mile to ensure the customer’s satisfaction. Show your initiative in offering solutions or providing reassurance to the customer, guiding them through complex processes if necessary.

Fourth, reflect on the interaction. Instead of focusing solely on the problem, share what you learned from the experience. Indicate how the situation helped improve your customer service skills or how it might influence your approach in the future.

Here are some real-life examples of bad and good answers to the question, “Tell me about a time when you worked with a difficult customer.”

Bad Answer #1: “I once had a customer who was so unreasonable and rude. Honestly, I couldn’t understand what they were so upset about. So, I just nodded and gave them what they wanted to get them out of my face.”

Why it’s bad: This response reflects a lack of empathy and understanding. By labeling the customer as “unreasonable” without providing context, it appears that the interviewee is dismissive of customer concerns. Additionally, the motivation behind the resolution (to get the customer “out of my face”) suggests a lack of genuine interest in achieving true customer satisfaction.

Bad Answer #2: “I can’t recall a specific difficult customer, but I generally find that if you ignore the negatives and just keep a smile on your face, things work out.”

Why it’s bad: First, the inability to recall an example may indicate a lack of experience or reflection. Second, while maintaining a positive attitude is commendable, simply “ignoring the negatives” isn’t a proactive solution. Customer service often requires addressing concerns head-on rather than brushing them aside.

Good Answer #1: “I recall a situation where a customer was extremely upset because their order was delayed. Though they raised their voice and were quite agitated, I remained calm and listened to their concerns without interruption. I apologized sincerely for the inconvenience, explained the reason behind the delay, and offered a discount on their next purchase as a gesture of goodwill. This approach calmed the situation, and by the end of our interaction, the customer thanked me for the assistance.”

Why it’s good: This response demonstrates empathy, patience, and problem-solving skills. It shows that you can maintain professionalism under pressure, actively listen, and work towards a solution that satisfies the customer, turning a negative experience into a positive one.

Good Answer #2: “I once assisted a customer who was dissatisfied with our return policy. I acknowledged their frustration and explained the policy’s rationale, ensuring they understood it wasn’t meant to be an inconvenience. While I couldn’t alter our policy, I discussed alternative solutions and found a compromise that respected company guidelines while addressing their concerns. They appreciated the effort and transparency.”

Why it’s good: This shows your commitment to delivering customer service within company boundaries. You didn’t just enforce policy but took extra steps to empathize with the customer’s situation, explain necessary background information, and find a middle ground. It displays your ability to handle complex situations creatively and respectfully.

In each good example, the candidates display a combination of empathy, active listening, problem-solving, and a willingness to take the extra step to ensure customer satisfaction. These qualities are highly desirable in customer service roles no matter how junior or senior the position is, and showcasing them in your responses can set you apart as a valuable asset to potential employers. Remember, the goal is not just to solve the issue but to manage the relationship and ensure a positive, lasting impression.