Client Service Support Question:

Download Questions PDF

In your pre-prepared interview answer you should include the following:

☛ I listened carefully to what the customer had to say.
☛ I apologised and empathised with their situation.
☛ I confirmed my understanding of their concern.
☛ I took responsibility to resolve the issue.
☛ I offered a solution (plus alternatives if possible).
☛ I confirmed the customer was happy with this.
☛ I thanked the customer for raising the issue with me.
☛ I took immediate action following the call to resolve the situation.
☛ I remained calm throughout the whole process.
☛ (If appropriate) the customer wrote in to my supervisor congratulating me on my efficiency.