Published On : December 06, 2010
All your hard work has finally paid off: the hours of research online on how to create the perfect resume, the endless rewrites to get the perfect cover letter and the dozens of applications you sent out. You have been invited for your first face-to-face interview, but you still have an uphill battle ahead.
In the customer service industry, your personality, communication skills and ability to remain calm under pressure will be analyzed just as much as your responses to the questions. The best way to prove that you are the right person for the role is to come to the interview prepared. There are certain generic questions that are a standard part of all interviews; however, how you answer the job-specific customer service interview questions will be what sets you apart from the other applicants. To give you a hand, check out this compilation of some common client service specialist interview questions, as well as examples of appropriate responses.
5 Client Service Specialist Interview Questions & Answers
1. How would you handle an angry client?
I have had to deal with my fair share of angry clients in previous positions. What is most important is to remain calm. My job was to help them in any way I could, so that is just what I did. I explored all possible solutions, making sure to communicate my efforts with the client every step of the way. Upon finding a solution, I made sure to verify with the client that his or her problem had been solved in a satisfactory manner.
2. What would you do if you were presented a problem by a client that you didn't know how to resolve?
In a previous client services role, I was asked a question relating to a loophole in our policy that I had no idea how to answer. I explained to the client that I was not exactly sure how that section of the policy worked in her specific case, and told her that I would check with my manager. I then contacted my team leader and explained the problem. He provided me with the correct solution, which I was then able to pass on to the client. I made sure to note where the answer could be found for quick reference in the future.
3. You are dealing with a customer on the phone, and you are struggling to find the solution to his or her problem. The customer starts getting impatient. How do you handle the situation?
I try to have all my resources readily available to minimize the amount of time spent searching for solutions, but it inevitably has happened that I have stumbled across a problem that was not so easily solved. If the search is taking longer than expected, I regularly check in with the client and explain to him or her what I am doing and why it is taking longer than expected. I also make sure to continuously thank the client for his or her patience. If the problem is particularly difficult to solve, I will ask if it is alright to call the client back, provided that this is permitted by company policy.
4. Give an example of a time when you have gone the extra mile for a client.
When working in the client service department of a bank, I received a call from a client who had been promised she would receive her debit card the previous day, but it never came. It was a Thursday, and she was leaving the country that Sunday and needed the card before then. Normally it would take until the following Monday to resend the card; however, I researched carriers in the area that offered Saturday delivery and was able to coordinate with our card shipping center to have the card printed first thing Friday and delivered by Saturday afternoon. The woman said I had saved her vacation, which made my day.
5. What do you like and dislike about working in the customer service industry?
Nobody likes dealing with angry people, and there are days where angry customers can really get you down. It can be frustrating when you can't make someone happy, despite your best efforts. However, when you are able to help a person and make his or her life just a little bit better, there is no better feeling in the world.